Job Description

Key Duties and Responsibilities:

Receives guest calls in a professional and friendly manner, ensuring guest expectations are always exceeded.

Maintains effective communication with all related departments to ensure smooth service delivery.

To handle every query in a polite and courteous manner.

To ensure total guest satisfaction by ensuring message taking is correctly.

Ensures any faults or modifications are reported to the supervisor.

Ensures guests are greeted upon calling to the correct standard.

Maintains an up-to-date knowledge of the hotel and local services.

Maintains an awareness of guest profile through the IDS (Intellectual Data System) guest profile system.

Ensures that a high level of customer service is consistently maintained.

Handles on guests' behalf any outgoing calls.

Completes management's long-distance call vouchers and recording them on the traffic sheet.

Maintains the guest wakeup call sheet and delivers calls accordingly on time and to the established standard.

Records all personnel that are paged and advises accordingly.

Ensures a high level of product knowledge of the hotel and local areas.

Ensures the correct operation of the switchboard to affect the fast and efficient transferring of internal and external calls.

Takes messages for guests and management to the required standard.

Deals with any complaint, taking action as appropriated and communicating this to the Supervisor.

Ensures all charge for calls are correct and posted accordingly.

Maintains an awareness of Sales Opportunities maximizing revenue

Logs all wake up call requests and performs wake-up call services

Know what action to take when an emergency call is required

Monitor automated systems including fire alarms and telephone equipment

Assists in reporting telephone equipment or service complaints and problems

To be fully aware of and adhere of health and safety, fire and bomb threat procedures

Always polite and courteous while answering the phone

Open and close telephone functionality on the hotel front office software

Keep records of calls placed and received by all department and recording the call charges

Update directory information on the front office software

Provide relay service of hearing-impaired guests

Provides support to Reception as needed.

Job Type: Full-time

Application Question(s):

When can you join?
Experience:

Telephone Operator/Receptionist: 1 year (Required)
Language:

* Arabic and English fluently (Required)