Telephone Operator

An architectural surprise inspired by an Egyptian aesthetic, 5-star Raffles Dubai offers the luxury of city-centre space, impeccable service and sophisticated Asian style. A 15-minute drive from Dubai International Airport, it is ideally located in the business and shopping district, adjacent to Wafi Mall and close to the magnificent Khan Murjan souk and the convention centres.

PURPOSE OF POSITION

To perform all aspects of Telecommunications services to achieve the highest possible guest satisfaction in accordance with the Hotel’s standards.

KEY ROLES & RESPONSIBILITIES

1. Process all incoming and outgoing calls accurately and courteously
2. Ensure smooth internal telecommunication as per Raffles Standards
3. Accurately record and control wake-up calls
4. Assist guests with international calls and directory queries
5. Call guests by name whenever possible
6. Page staff member when requested
7. Abide by principles of guest privacy
8. Handle guests requests promptly and report complaints to the Telephone Supervisor
9. Bill call costs
10. Aware of local telephone listings and frequently dialed numbers
11. Strictly abide by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
12. Advise defects on switchboard equipment to Supervisor
13. Maintain a clean work environment
14. Maintain detailed knowledge of the Hotel’s fire, life and safety system
15. Adhere to OH&S policies and procedures

PERSONAL ATTRIBUTES

1. Written and verbal communication skills in English
2. Able to develop rapport with Colleagues and Management staff
3. Ability to work cohesively with co-workers as part of a team
4. Ability to focus attention on guest needs, remaining calm and courteous at all times
5. Ability to promote positive relations with all hotel guests & patrons
6. Able to exercise good judgment with difficult guests
7. Understanding and ability to work in a multi-cultural environment

QUALIFICATIONS

1. Secondary Education or relevant qualifications in Hotel Management.

EXPERIENCE

1. Minimum 1 year relevant experience preferably in a four or five star hotel

Raffles Dubai Sheikh Rashid Road, Wafi 121800 Dubai, United Arab Emirates