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Telephone Operator

  • United Arab Emirates, Middle East
  • Unspecified

  • Ensure TRYP brand standards, policies and procedures are adhered to all times
  • Maintain complete knowledge of all hotel features/services, hours of operations, all hotel restaurant food concepts, menu price range, dress code and ambiance, all hotel room types, numbers/names, layout appointments, amenities and locations, all hotel room rates, special packages and promotions, daily house count and expected arrivals/departures scheduled daily group activities, names and locations of meeting/banquet rooms, room availability status for any given day
  • Maintain cleanliness throughout the areas
  • Organize and implement all special needs, personal preferences and amenity distribution in accordance to the department’s standards and procedures
  • Answer and direct all external incoming telephone calls following the standard telephone etiquettes
  • Takes In Room Dining orders from the guests over the telephone. Enters order into MICROS system
  • Communicates special instructions to the kitchen and expediters
  • Handles guests’ complaints and takes action to resolve problems
  • Accepts and relays guests messages, either manually, written or through voice mail system
  • Takes request for wake up calls and follows through to ensure guests receive their wake up call at the requested time
  • Greets guests with a cheerful and pleasant voice using guests name at least during the conversation
  • Responds to emergency situations calmly, effectively, according to hotel guidelines.
  • Actively participate in sending and distribution of all incoming and outgoing faxes and messages
  • Understand and know all SOPs for fire evacuation, your role and what is required in Emergency situation
  • Successful completion of the training / certification process
  • Develop and maintain positive and productive working relationships with other employees and departments. Support all co-workers and treat them with dignity and respect
  • Follow, comply and ensure that all guests are checked-in and out from the DTCM e-service portal and CID systems.
Desired Skill & Expertise
  • At least 1+ year of experience working at the reception or as a telephone operator in a 4* property with 250+ inventory.
  • 1 year experience Front Office computer literacy 
  • Excellent communications skills with Proficiency in speaking and writing English.
  • Team player with excellent planning, organizing skills and excellent problem-solving skills.
  • Able to work flexible working hours with rotating shifts.
  • Pleasant personality and good grooming.

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