Tele[hone Operator

Radisson Blu Hotel - Dubai Media City - Rooms - Dubai

KEY RESPONSIBILITIES:


  • Provides courteous service to customers by operating the switchboard according to standards.
  • Communicates clearly and courteously.
  • Demonstrates fluency in the use of equipment.
  • Transfers incoming calls promptly to the appropriate extension.
  • Assists customers make long distance calls by instructing them on the appropriate procedures and/or placing calls for them.
  • Responds to customer questions regarding the hotel, in-house facilities and local events.
  • Provides courteous, prompt and accurate inter-hotel communications to staff and customers.
  • Takes and delivers accurate and complete messages.
  • Insures customer is awakened as requested by accepting, recording and executing wake-up calls.
  • Communicates with authorized employees by using paging system and/or radio.
  • Follows established hotel security and safety policies as required.
  • Identifies and forwards incoming faxes, customer mail, packages and messages promptly.
  • Prepares lists and reports as requested.
  • Checks the daily arrival list.

KNOWLEDGE OF FRONT OFFICE TECHNOLOGY


  • Is fully conversant with the hotel reservation system
  • Is able to operate switchboard, telefax, key equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment

SECURITY, HEALTH AND SAFETY

  • Ensures that own cash is secure at all times
  • Ensures all discrepancies in own cash are declared to the Service Manager and Controller
  • Ensures that guest details are not disclosed
  • Maintains high confidentiality in regards to guest privacy
  • Reports any suspicious behavior of guests and staff to the Service Manager, and Security
  • Notifies Service Manager and Executive Housekeeper regarding lost and found objects
  • Ensures that all potential and real hazards are reported appropriately immediately
  • Fully understands the hotel’s fire, emergency, and bomb procedures
  • Follows emergency procedures to provide for the security and safety of guests and employees
  • Works in a safe manner that does not harm or injure self or others
  • Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations
  • Anticipates possible and probable hazards and conditions and notifies the Service Manager
  • Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct

MISCELLANEOUS

  • Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
  • Keeps logbook for the telephone function, and updates log book for next shift
  • Is aware of current room availability
  • Is fully aware of Radisson Blu service concepts
  • Is fully aware of current hotel promotions
  • Knows the names of key people within Radisson Blu
  • Communicates effectively with customers, colleagues, and supervisors
  • Demonstrates teamwork by co-operating and assisting Front Office as needed
  • Uses the ABC approach to respond to negative comments and complaints; and transfers complaints to the appropriate manager
  • Attends meetings and training required by the Service Manager
  • Accepts flexible work schedule necessary for uninterrupted service to hotel guests
  • Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to the Service Manager
  • Continuously seeks to endeavor professionalism in own job function
INDHOTEL
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