Telephone Operator (Only Saudis)

Department and Location

Role Description

Key Responsibilities

• Answer all incoming calls and connect them to the appropriate extension in an efficient, friendly and caring manner according to Kempinski standards.
• Write down messages accurately for guests and deliver messages in a timely manner.
• Handle guests' requests for DND (Do Not Disturb) and confidential status.
• Handle personal wakeup call requests for guests according to the LQA standard and automatic wakeup call requests for group and crew guests.
• Answer all guest questions/requests in a friendly and caring manner, take appropriate actions or refer matters to the relevant persons.
• In case of emergency, handle all communications for the hotel whilst serving as the communication center.
• Keep a complete record of each DDD and IDD and coordinate with front office reception all telephone charges to ensure they are billed and collected from guests.
• Monitor TV channels in addition to outlets' and public area's music to ensure smooth and proper functioning.
• Keep abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel product knowledge.
• Maintain the neatness of the working area at all time.
• Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Requirements

• Ability to answer incoming calls and connect them to the appropriate extension according to Kempinski standards.
• Ability to write down messages accurately and deliver them in a timely manner.
• Ability to handle guest questions and requests in a friendly and caring manner.
• Ability to serve as the hotel communication center during emergencies.
• Knowledge of the telephone directory, emergency procedures, special promotions, and general hotel product knowledge.