Telephone Operator
Date: 27-Nov-2018
Location: United Arab Emirates, AE
Company: EMAAR
JOB PURPOSE:
Under the guidance of the Front Office Manager, the Telephone Operator acts as an ambassador and host for all hotel and social guests. The Telephone Operator is responsible for the Rove experience of all our guests. The Telephone Operator is Rove Hotels Ambassador and treasures and values the Rove brand and blueprint at all times on site and off site.
KEY ACCOUNTABILITIES:
- Maintains the privacy and ensures security of in-house guests.
- Reports to duty punctually and in accordance with the department duty roaster, wearing a clean, correct uniform and Rove.
- Adheres at all times to Grooming and Uniform Standards.
- Is knowledgeable of all in-suite services, amenities and functions.
- Is proficient and knowledgeable with the Hotel Operating System. Is aware of all emergency procedures, hotel promotions, VIP arrivals, upcoming events and had good hotel product knowledge about our sister properties and Dubai Knowledge.
- Good knowledge of the telephone system.
- Assists with the guest’s “Rove” Experience
- Assists with updating Visas and CID
- Assists the operation with check-in and check-out, attends to guest in the business center, answers phones and e-mail correspondence and any other enquires in accordance to the hotel SOP’s and regulations
- Ensure telephone calls are answered as per the Rove Hotel Dubai standards for any queries internally or from guests.
- Responsible to send LTR1 to our guests within 24 hours of making the booking and LTR2 7 days or less prior to arrival
- Responsible to ensure that daily communication is done in regards to guests arrivals, pre-arrangements, guest preferences, follow ups and traces
- Ensures that all requests from guests in regards to their stay and followed up, actioned and updated in profile notes
- Is a continual source of information, help and assistance to all guests
- Builds a rapport with our in-house guests and maintains interaction in order to facilitate guest recognition and obtains information regarding their preferences.
- Keeps the Homebase supervisor informed of any problems or unusual matters of significance.
- Conducts Hotel show around when requested.
- Handles the inventory of the lifestyle supplies, orders and collects it from the general store.
- Demonstrates and reinforces Rove’s Values and Culture Characteristics.
- Works in a close, supportive and flexible manner with other departments, in a spirit of “We work through Teams”
- Identifies and anticipates guests’ needs and requirements.
- Coordinates Departmental duties with various departments such as Executive Office, Housekeeping, Engineering, Sales and Marketing and Security to ensure that all guests are given friendly and caring service according to Emaar Standards.
- Books At The Top tickets, tours and makes restaurant reservations
- Accomplishes a set of administrative duties such as writing reports and other specific duties related to the job function
- Responsible for updating guest profiles
- Follows up on traces related to his department and makes sure it is resolved to the best of the guest satisfaction.
- Assists with the preparation of the Rove as per training and guidelines.
- Keeps updated records on hotel products and services as well as on tourist and business travelling information that may be of any interest to our guests and communicates information to direct and indirect subordinates to ensure they are able to answer guests’ questions.
- Records incidents in GLS and ensures follow ups and updates the profile notes respectively. Furthermore ensures that all GLS from the hotel are updated in the guest profiles.
- Attends daily Line ups and is fully updated with day to day hotel operation, arrival, departures, guest in house, sunshine guests, events, guest comments
- Is present in the Hotel Lobby when requested to welcome hotel guests and social guests to the Rove Hotel Dubai
- Delivers brand promise and provides exceptional guest service at all times.
- Maintains positive guest and colleague interactions in a good working relationship.
- Handles all guest and internal guests’ complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
- At all-time is informed about happenings and activities in Dubai and its surroundings
- Handles guest special requests and complaints in a polite and efficient manner, Shares the feedback of the guest with the Homebase supervisor.
- Be flexible to respond to any other changes as dictated by the hotel.
- Assist in carrying out the services requested by guest (i.e. sending faxes, restaurant bookings, tour bookings,...)
- To attend in-hotel training to further develop and enhance skills.
- To carry out all courier transactions
- To receive and relay tele-fax transmissions quickly and accurately.
- To ensure that faxes are prepared, checked and send within a minimum amount of time.
- To charge all necessary transactions on the proper room numbers or receive payment in full for services rendered.
- To ensure that guest/official tele-fax/e-mail is delivered promptly to the room/ respective department.
- Assists with the administrative paperwork related to the Rooms department.
- Assists with escorting, checking in/out procedure, assistance in the business centre during peak time and if requested by the Homebase Supervisor.
- Responsible for performing all the wake up calls and informing the concerned manager if the guest did not respond to the wakeup call to take charge of making sure the guest is physically woken up.
- Performs other duties and responsibilities as assigned by his/her superiors.
Job-Specific Knowledge & Skills:
- Displays emotional maturity and sensitivity in dealing with others.
- Operates with integrity and objectivity at all times.
- Extremely organised and demonstrates good planning skills.
- Sensitive to guest needs.
- Proactive to address and resolve issues.
- Ability to work in a fast paced work environment.
- First class people skills and the ability to communicate effectively across a multi-national, multi-cultural environment.
- The ability to deliver results within a pressurised deadline driven
