Job Description

:

We are seeking a friendly, professional, and efficient Telephone Operator to join our team. As a Telephone Operator, you will serve as the primary point of contact for all incoming and outgoing phone calls, ensuring that they are directed appropriately, handled efficiently, and with the highest level of customer service.

Responsibilities:

Managing Incoming Calls:

Answer all incoming telephone calls in a polite and professional manner. Direct calls to the appropriate departments or individuals based on guest needs or requests. Take accurate messages for guests or employees, ensuring clear and concise communication.

Managing Outgoing Calls:

Place outgoing calls on behalf of guests or employees, ensuring accuracy and professionalism in all communication. Provide assistance with wake-up calls, reservations, or any other phone-related services.

Guest Service and Assistance:

Respond to inquiries from guests or clients, offering information regarding hotel services, amenities, or other general inquiries. Assist with handling guest requests for services, room transfers, wake-up calls, or messages.

Handling Emergency Calls:

Maintain a calm and efficient approach when handling emergency calls and direct them to the appropriate department (e.g., security, medical). Follow company protocols for handling sensitive situations.

Maintain a Professional Telephone System:

Ensure that the telephone system is functioning correctly, reporting any technical issues to maintenance or the IT department as needed. Monitor and update the call routing system as necessary, ensuring that guests can always reach the appropriate departments.

Data Entry and Record Keeping:

Accurately record and document all phone messages or calls, including important details such as name, message, and time of the call. Ensure the accuracy of room charges related to telephone usage, ensuring guests are informed of phone usage fees if applicable.

Customer Service Support:

Maintain a professional and friendly tone when speaking with guests, ensuring their inquiries or concerns are addressed promptly. Offer assistance with other tasks as needed, such as helping guests navigate hotel services or resolving minor issues.

Coordination with Other Departments:

Work closely with other departments such as housekeeping, front desk, and concierge to relay guest requests and resolve issues. Support management with tasks such as scheduling and assisting with special events or requests.

Qualifications:

High school diploma or equivalent required; additional education or certifications are a plus. Previous experience as a telephone operator or in a customer service role preferred. Strong communication skills and a professional, friendly phone etiquette. Ability to work in a fast-paced environment while maintaining excellent attention to detail. Ability to handle multiple tasks simultaneously and prioritize work effectively. Knowledge of telephone systems and basic computer skills (e.g., email, data entry). Ability to remain calm and professional under pressure or during high-traffic times.

Preferred Skills:

Experience with hotel or office telephone systems. Multilingual abilities, especially in regions with diverse clientele. Knowledge of customer service best practices.
Job Type: Full-time

Pay: AED1,000.00 - AED1,100.00 per month