Telephone Operator

Location
Oman - Muscat
Posted
11 Jan 2017
Closes
08 Feb 2017
Ref
17000020
Sector
Hotel
Job Level
Non-Management
Telephone Operator   -   ( 17000020 ) Description   Welcome to Our World
Our Vision at Millennium & Copthorne Middle East and Africa is to be the preferred hotel company for our guests, colleagues and owners while achieving exceptional growth. 
We have an Ambition to operate 100 preferred hotels by year 2020.
Job Location
The Grand Millennium Hotel Muscat is the flagship of the Grand Millennium Brand. The Hotel is Sharia Compliant with seven (7) F&B outlets, spa and recreation and a total of 328 rooms and apartments. It is located next to the Muscat Grand Mall.
Key Job Responsibilities

·          Receive guest calls in a professional and friendly manner ensuring guest expectations are always exceeded.

·          Handle every query in a polite and courteous manner.                         

·          Answer all internal calls with a greeting according to the time of day, identify yourself and ask “How may I assist you”.

·          Answer all external call with a greeting according to the time of day, identify the hotel property and ask “How may I assist you”.

·          Ensure attentive telephone service answering calls within 3 rings.

·          Ensure you ask guests before putting them on hold and ensure no guest in on hold for longer than 10 seconds. Offer a call back in the instances where a guest is on hold for longer than 10 seconds and return the call within 5 minutes.

·          When a caller requests a guest room extension between 1am and 6am advise them of the local time and offer the option of leaving message or putting the call through.

·          Input messages into the computer, print and seal in an envelope then deliver to the guest room within 15 minutes of receiving the call.

·          Ensure messages taken personally are completely accurate in every detail and include the time, name of caller and a number where the caller can be contacted.

·          Guest locator service to be available and effective.

·          DND (Do not disturb) service to be available and effective.

·          Ensure wake up calls are made manually and with the operators voice and not the pre-programmed system generated message.

·          Repeat the name, room number and time of the requested call in order to assure the guest that all details are correctly known.


  Qualifications  
The individual must posses the following skills and qualifications:
    Basic Computer Skills      Has Opera Knowledge     Has Excellent Command of English     
  Primary Location :   OM-MA-Muscat Job :   Front Office Organization :   Grand Millennium Muscat Schedule :   Regular Shift :   Standard Employee Status :   Entry Level Job Type :   Full-time Job Level :   Rotating Job Posting :   Jan 10, 2017, 2:48:54 PM