Telephone Operator

Kempinski Hotels; Dubai; On-site; AED 89,000 - 134,000; Full time

Job summary

Kempinski Hotels is seeking a Front Office & Guest Services Associate to answer all guest calls within the Kempinski standards. You will write and deliver messages, manage DND and confidential statuses, and arrange wake-up calls for guests, including group and crew.

You’ll also support guests with information and coordinate emergency communications when needed. Proficiency in Opera and Micros, plus MS Office, and prior luxury hotel experience, will help you excel in this busy role at Kempinski

Qualifications

• Basic knowledge of front desk operations.
• Luxury hotel experience preferred.
• Good communication skills.
• Familiarity with hotel computer systems (Opera, Micros, MS Office).

Responsibilities

• Answer all incoming calls from in-house and external guests in a friendly, caring manner.
• Write down and deliver messages promptly to guests.
• Handle Do Not Disturb requests and confidential status for guests.
• Coordinate wake-up calls for guests, including group and crew guests.
• Provide information and assistance; escalate matters to the appropriate departments as needed.
• Act as hotel communications center during emergencies.
• Maintain records of direct dial calls and coordinate telephone charges for guests.
• Monitor TV channels and Public Address/ music in outlets and public areas.

Skills

Front desk operations

Guest services

Communication skills

Hotel operations knowledge

Tools

Opera

Micros

Microsoft Office

Job description

Department: Rooms Division, Front Office & Guest Services

Location: United Arab Emirates - Dubai

Description

The incumbent in this position is responsible for answering all incoming calls originating from within and outside the hotel in a friendly and caring manner according to the Kempinski and LQA standards.

Job Description

• Answer all incoming calls, and connect them to the appropriate extension in an efficient, friendly, and caring manner according to the Kempinski standards.
• Write down messages accurately for our guests and deliver messages promptly.
• Handle guests' requests for DND (Do Not Disturb) and confidential status.
• Handle personal wakeup call requests for guests according to the LQA standard and automatic wakeup call requests for group and crew guests.
• Answer all guest questions/requests in a friendly and caring manner, take appropriate actions or if needed, refer the matters to the relevant persons to handle. It may be providing information or assistance to make an outside call handling a complaint, etc.
• In case of emergency handles all communications for the hotel whilst serving as the communication center.
• Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial). Coordinate with front office reception all telephone charges to ensure they are billed and collected from guests.
• Monitor TV channels in addition to outlets' and public areas' music to ensure smooth and proper functioning.
• In case of emergency, handle all communications for the hotel whilst serving as the communication center.
• Keep abreast of the telephone directory, new staff and leavers, emergency procedures, special promotions, and general hotel product knowledge.
• Maintain the neatness of their working area at all times.

Job Requirements

• Basic knowledge of front desk operations
• Luxury Hotel Experiences
• Communication skills
• Brief knowledge of hotel operations and computer systems
• Knowledge of Microsoft Office (Word, Excel, and PowerPoint)
• Knowledge of Opera
• Basic knowledge of Micros is a plus

About Kempinski

Hoteliers since 1897, we have traveled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage. We are dedicated to pleasing and educating to entertain. We never compromise on the European elegance of service and this, blended with our cultural empathy, allows us to deliver incredible experiences in truly original destinations. We pride ourselves on delivering a beautiful performance for every one of our guests. And for our employees, we provide a stage on which they can flourish and realize their full potential.

Kempinski Hotel Mall of the Emirates

A luxurious alpine retreat in the heart of the desert, Kempinski Hotel Mall of the Emirates is a landmark Dubai hotel and one of Kempinski’s most unique city properties. It combines exciting shopping, entertainment, and dining options with lavish accommodations, including 15 spacious but cozy ski chalets overlooking Ski Dubai.