Telephone Operator - Call Center
Role Overview
Telephone Operator in Rooms & Guest Services Operations; full-time, non-management position at a Dubai hotel.
Answer and process guest calls and requests, operate the telephone switchboard, and coordinate service responses.
Key Skills for This Role
Full Job Posting
Position summary
Telephone Operator in Rooms & Guest Services Operations; full-time, non-management position at a Dubai hotel.
Answer and process guest calls and requests, operate the telephone switchboard, and coordinate service responses.
Calls and messages
- Answer, record, log, and process guest calls, requests, questions, and concerns.
- Handle wake-up calls, call screening, do-not-disturb requests, call forwarding, conference calls, TDD relay calls, and calls from non-registered guests.
- Receive, record, and relay messages accurately; advise guests of messages and manage room message lights.
- Monitor busy and unanswered lines, update callers on hold, and offer to take messages.
Guest service and coordination
- Explain internet access and transfer connectivity issues to the provider's customer-support line.
- Test communications equipment and contact the appropriate department to resolve guest issues.
- Respond to special requests, follow up on resolutions, and dispatch bell or valet staff as needed.
- Welcome guests, anticipate service needs, assist individuals with disabilities, and communicate professionally.
Policies and work standards
- Follow company policies, report accidents and unsafe conditions, maintain confidentiality, and protect company assets.
- Maintain a clean, professional appearance and comply with quality-assurance standards.
- Build positive working relationships, support team goals, and perform other reasonable duties requested by supervisors.
Qualifications
- No related work experience is required; no supervisory experience is required.
- High school diploma or GED equivalent is preferred.
- Role requires extended periods of standing, sitting, or walking and handling objects weighing up to 10 pounds without assistance.
- Use computers and/or POS systems to enter and locate information.
Work setting
- The position is based at a hotel property in Dubai and involves guest-facing hotel operations.
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