Telephone Operator

Accor Hotels; Makkah Al Mukarramah; On-site; SAR 48,000 - 120,000; Full time

Job summary

Une prestigieuse chaîne hôtelière recherche un téléphoniste chargé de gérer les appels entrants et sortants tout en garantissant une expérience client exceptionnelle. Vous serez la première ligne de communication pour nos clients, nécessitant d'excellentes compétences en communication et un esprit d'équipe. Ce rôle est idéal pour ceux qui ont une expérience antérieure dans un environnement hôtelier et qui sont passionnés par le service à la clientèle.

Qualifications

• Minimum 1 an d'expérience pertinente dans un hôtel quatre ou cinq étoiles.
• Capacité à travailler dans un environnement multiculturel.
• Excellente gestion des relations avec les clients difficiles.

Responsibilities

• Traitement de tous les appels entrants et sortants avec courtoisie.
• Assistance aux invités avec des appels internationaux et des demandes.
• Maintien d'un environnement de travail propre et respect des procédures de sécurité.

Skills

Communication écrite et verbale en anglais

Travail d'équipe

Rapport avec les collègues

Attention aux besoins des clients

Relations positives avec les clients

Education

Éducation secondaire ou qualifications pertinentes en gestion hôtelière

Job description

Company Description

Raffles Makkah Palace promises the exceptional standards inherent in the Raffles name and enhanced by Arab hospitality values. Raffles Makkah Palace offers 214 Suites & duplex Villas with breathtaking views of the Masjid Al Haram, the Holy Ka’aba and the city. The hotel combines the best of local cuisine and international dishes in each of its four outlets creating a unique and welcoming atmosphere in this diving setting. Guests can also indulge and immerse themselves in a relaxing sensory experience in our world renowned spa and fitness center or hold high-powered business gatherings in any of our state-of-the-art meeting rooms.

Job Description

Reporting to the Telephone Supervisor, responsibilities and essential job functions include but are not limited to the following:

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

Qualifications

• Written and verbal communication skills in English
• Able to develop rapport with Colleagues and Management staff
• Ability to work cohesively with co-workers as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with all hotel guests & patrons
• Able to exercise good judgment with difficult guests
• Understanding and ability to work in a multi-cultural environment
• Secondary Education or relevant qualifications in Hotel Management.
• Minimum 1 year relevant experience preferably in a four or five star hotel