Telephone Operator - Doha
Middle East
COMPETITIVE
COMPETITIVE
Full job details
Recruiter
Millennium & Copthorne - MILLENNIUM HOTEL DOHA
Posted
08/09/2012 12:54:00
Ref
Location
Middle East
Job Type
Front Office, Receptionist
Sector
Hotel
Job Level
To ensure the highest standards in service and telephone techniques with efficiency and consistency.
1. Specific Duties and Responsibilities:
To ensure a strong product knowledge of hotel services and facilities to provide an efficient service to hotel guests
To ensure telephone standards are adhered to as laid out in the telephone and company SOP
To ensure that all phone lines are answered within 3 rings and in the correct manner
To ensure the highest standard in customer service and etiquette
To ensure that the guest's name is used where possible
To have full knowledge and understanding of each Department Heads position and their role to know who all members of staff are within the hotel
To have a complete operational knowledge of the hotel, including geographical layout, services provided and security
To be knowledgeable about daily functions and activity in the hotel in order to deal effectively with guest queries
To be aware of all VIP guests within the hotel
To deal with guest inquiries in an efficient, accurate and courteous manner.
To maintain a strict control of all phone lines ensuring payment methods are in place before activating lines
To maintain a log of all wake up calls received and to ensure that these are carried out promptly and in the correct manner as laid out in the telephone SOP.
To have full knowledge of the functions relating to the Telephone Operator section in Fidelio
To be able to connect guests to their voice mail both internally and externally
To maintain all Paymaster accounts that are attached to automatic phone lines to ensure that a thorough log is kept of all phone lines that are opened and closed and that the correct charges appear on itemised billing system.
To fully comprehend and have thorough understanding of all relevant IT systems such as TMS, Mitel and Fidelio
To take messages accurately and to ensure that they are delivered promptly to the guest rooms
To promote the hotel facilities when ever possible
Assisting and co-operating with the management team in any reasonable request
To be aware of any suspicious calls and to deal with these in the correct manner according to company standards, liasing with Duty Manager and Telephone Supervisor
To extend a strong local knowledge of Doha in order to be able to advise guests and assist with basic directions
To ensure that there are enough supplies in the department
To ensure that the Switchboard area is kept neat and tidy at all times to ensure efficient and comfortable working conditions
To handle guest complaints swiftly and advise the Duty Manager immediately if the problem can not be resolved successfully
To ensure thorough communication within the department, updating white boards on a daily basis
To be aware of information through memos, notice board updates and hotel policy updates and that directives detailed to these are carried out.
To be fully conversant with Hotel Fire procedures and to carry out your role swiftly in the event of an emergency
To participate in any training or career development schemes as requested by management
To conform with all Health and Safety polices and procedures as laid out in the company SOP
To behave at all times in a manner, which is pleasant and positive and projects a good company
1. Specific Duties and Responsibilities:
To ensure a strong product knowledge of hotel services and facilities to provide an efficient service to hotel guests
To ensure telephone standards are adhered to as laid out in the telephone and company SOP
To ensure that all phone lines are answered within 3 rings and in the correct manner
To ensure the highest standard in customer service and etiquette
To ensure that the guest's name is used where possible
To have full knowledge and understanding of each Department Heads position and their role to know who all members of staff are within the hotel
To have a complete operational knowledge of the hotel, including geographical layout, services provided and security
To be knowledgeable about daily functions and activity in the hotel in order to deal effectively with guest queries
To be aware of all VIP guests within the hotel
To deal with guest inquiries in an efficient, accurate and courteous manner.
To maintain a strict control of all phone lines ensuring payment methods are in place before activating lines
To maintain a log of all wake up calls received and to ensure that these are carried out promptly and in the correct manner as laid out in the telephone SOP.
To have full knowledge of the functions relating to the Telephone Operator section in Fidelio
To be able to connect guests to their voice mail both internally and externally
To maintain all Paymaster accounts that are attached to automatic phone lines to ensure that a thorough log is kept of all phone lines that are opened and closed and that the correct charges appear on itemised billing system.
To fully comprehend and have thorough understanding of all relevant IT systems such as TMS, Mitel and Fidelio
To take messages accurately and to ensure that they are delivered promptly to the guest rooms
To promote the hotel facilities when ever possible
Assisting and co-operating with the management team in any reasonable request
To be aware of any suspicious calls and to deal with these in the correct manner according to company standards, liasing with Duty Manager and Telephone Supervisor
To extend a strong local knowledge of Doha in order to be able to advise guests and assist with basic directions
To ensure that there are enough supplies in the department
To ensure that the Switchboard area is kept neat and tidy at all times to ensure efficient and comfortable working conditions
To handle guest complaints swiftly and advise the Duty Manager immediately if the problem can not be resolved successfully
To ensure thorough communication within the department, updating white boards on a daily basis
To be aware of information through memos, notice board updates and hotel policy updates and that directives detailed to these are carried out.
To be fully conversant with Hotel Fire procedures and to carry out your role swiftly in the event of an emergency
To participate in any training or career development schemes as requested by management
To conform with all Health and Safety polices and procedures as laid out in the company SOP
To behave at all times in a manner, which is pleasant and positive and projects a good company