Telephone Operator

25hours Hotels; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury hospitality brand in Dubai seeks a skilled telephone operator to manage guest calls and inquiries, ensuring excellent service and customer satisfaction. The candidate should have strong communication skills in English, experience in customer service, and familiarity with hotel software. Benefits include staying at other hotels for free and generous discounts.

Benefits

Free nights at 25hours hotels

Generous discounts at partner venues

Staff parties and events

Qualifications

• High school diploma or higher education is preferred.
• Experience in a customer service driven environment.
• Good telephone, administrative, and computer skills.
• Fluent in English; Arabic is a plus.

Responsibilities

• Respond promptly to calls from guests and clients.
• Provide accurate information about hotel services.
• Handle inquiries and complaints with professionalism.
• Document messages and requests for future reference.

Skills

Telephone handling

Customer service

Computer skills

Multicultural teamwork

Fluent English

Knowledge of spa treatments

Education

High school diploma

Tools

Opera software

Microsoft Office

Job description

Overview

How does your working day look like …

• Answer Incoming Calls: Respond promptly to calls from guests, potential clients, and other hotel departments.
• Direct Calls: Transfer calls to the appropriate departments, rooms, or staff members.
• Provide Information: Offer accurate and courteous information about hotel services, amenities, and local attractions to guests.
• Message Delivery: Take and deliver messages for guests, ensuring clarity and accuracy.
• Interdepartmental Communication: Relay important messages and information between departments (housekeeping, concierge, front desk, maintenance, etc.).
• Assist with Requests: Help coordinate requests for services like room service, housekeeping, wake-up calls, and maintenance.
• Confirming bookings, and handling any inquiries related to room availability at night.
• Upsell Services: Promote additional services or amenities (e.g., spa, dining) to guests when appropriate.
• Guest Inquiries: Handle any inquiries or complaints with professionalism and efficiency, ensuring guest satisfaction.
• Special Requests: Address and facilitate special guest requests (e.g., wake-up calls, room changes).
• Emergency Calls: Respond to emergency situations, directing calls to appropriate personnel like security, medical staff, or the front desk.
• Documentation: Log messages, requests, and inquiries for future reference and follow-up with the use of MessageBox.
• Emergency Response: Follow emergency procedures for situations like fire alarms, medical emergencies, or security concerns.
• Security Awareness: Ensure that sensitive information about guests or hotel operations is handled securely.
• Schedule Wake-up Calls: Ensure wake-up calls are made on time, according to guest preferences.
• Data Entry: Update guest records and other relevant guest feedbacks in the hotel's system as needed.
• Maintain Work Area: Ensure the telephone switchboard area is clean, organized, and well-maintained.
• Professional Appearance: Maintain a polite, friendly, and professional demeanor at all times.
• Support Hotel Goals: Ensure that all interactions reflect the hotel's brand and commitment to luxury service.
• Answer all calls according to the set standard in the department training manual.
• Assist with all internal as well as external requests and pass them on to the concerned department / room number.
• Handle messages for in-house and expected guests.
• Prepare Reports: Generate daily, weekly, and monthly reports related to call volume, guest inquiries, and service quality.
• Respond to all emails in a timely manner according to the set standard in the department training manual.
• Crosscheck and make sure the guest nationality and ID in OPERA matches with that in VICAS.
• Any other duties as may reasonably be requested by the management.

Qualifications

Your personality counts more than your CV …

• High school diploma or higher education is preferred and Telephone system experience.
• Working in a customer service driven environment.
• Working with different computer software Microsoft Office packages.
• Working Knowledge of Opera software is preferred.
• Telephone handling training or cross training in telephones is desirable.
• Experience working in a multi-cultural environment and teamwork spirit is also desirable.
• Good telephone / administrative / computer skills.
• You can speak and write English fluently. Arabic is a plus.
• You’re a doer – and even if you do it wrong sometimes, you openly admit it.
• You have extensive knowledge of spa treatments, products, and techniques.
• You’re not just bringing your abilities, but also your character.

What’s in it for you

• Get to know all the other 25hours hotels and stay ten nights a year for free as an employee!
• Take advantage of being part of Ennismore and get generous discounts when visiting our bars and restaurants as well as booking hotel rooms all over the world.
• Benefit from great offers from our numerous cooperation partners.
• Be part of our hilarious staff parties and much more…