Telephone Operator

Kempinski Hotel; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury hotel in Dubai is seeking a dedicated candidate for the role of Call Center Operator. The incumbent will manage all incoming calls with a friendly approach while adhering to communication standards. Responsibilities include taking messages, managing Do Not Disturb requests, handling wakeup calls, and addressing guest inquiries. Familiarity with front desk operations and communication systems, particularly Opera and Microsoft Office, is essential. Join a prestigious team ensuring exceptional guest experiences.

Responsibilities

• Answer all incoming calls and connect them to the appropriate extension efficiently and kindly.
• Write down messages and deliver them promptly.
• Handle guests' requests for DND and wakeup calls according to standards.
• Assist with guest questions and requests, or refer them as needed.
• Manage emergency communications effectively.

Skills

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

Tools

Opera

Microsoft Office

Micros

Job 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.

Responsibilities

• 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.

Skills

• 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