Telephone Operator
Company description
Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
Job description
The role
As a front office team member you are part of a team that is responsible for the smooth stay and experiences of the guests.
This service must be sincere, warm and with enthusiasm ensuring that all guests are comfortable in their surroundings and are assisted wherever possible.
He or she should be empathetic to all mood and time restrictions.
He or she must ensure a smooth operation of his or her service area as governed by contract and deemed by operational requirements.
One should be creative and confident and be prepared to step outside of the confines of comfort.
He or she should take the time to get to know the guests and be committed to service excellence.
Team play is imperative and having the time to invest in self and employee development is mandatory.
Key deliverables and responsibilities
Planning and organising:
Ensure that all Swissôtel Al Murooj, Dubai standards are adhered to
Guests should not be kept waiting
Guests should be made to feel welcome, feel at home and relaxed
We are to anticipate guests' needs so there is little need to ask us for anything
“Yes is the answer, what is the question?” is a key mind frame
Operational:
Read the log book and receive any handover from the night manager or duty manager
Ensure all the systems are up and running within the telephone operators room, report any defects
Know which events and meetings we have in the hotel
Familiarize with the local news and major events in the city
Answer all guest information in a quick and efficient manner
Update and maintain files as requested by the telephone operators supervisor and front office manager
Maintain guest database and feed in guest history
Attend daily briefings and training
Action any pending issues that were logged and follow up with the concerned
Prepare guest complaints summary and communicate the same to your supervisor
Daily check all meetings, functions, seminars, and events that are taking place during the day
Ensure complete courtesy, friendliness and professionalism at all times, smile!
Oversee and control all collateral, make sure that all collateral is as per the hotel standards
Handle guest complaints with utmost courtesy and professionalism, report immediately to senior management
Update hotel information and promotions and communicate with the front office
Ensure proper filing system is in place for proper filing of guest records
Maintain standards and upsell wherever possible, follow quality assurance checklist
Any other task as requested by the front office manager
Administration:
Establish and maintain effective employee relationships
Maintain all records
Core behaviours
Core behaviours are our actions: what we say, what we do, and how we interact with one another. Our behaviours come from what we believe in, what we value. At Swissôtel Hotels & Resorts, we call these value-based behaviours. The following statements provide indicators of the types of behaviours we expect employees in our company to display.
Trust: Operates with fairness and integrity, fostering an environment of transparency and sincerity through open and honest communication and by honouring commitments.
Relationships: We build and maintain strong connections with colleagues and guests, valuing diversity in people and perspectives whilst overcoming potential obstacles to increase cooperation and collaboration.
Drive: We are action-oriented, setting direction for self and others, clarifying goals and objectives and overcoming barriers and challenges to produce results.
Entrepreneurship: We fully understand the business and market context, identifying and seizing opportunities for continuous improvement and supporting change.
Qualifications
Job qualifications
College graduate or equivalent qualification from a recognised institution
Minimum one year of proven professional experience in a telephone operator or front office reception role
Demonstrated proficiency in computer systems and standard office software applications
Excellent verbal and written communication skills in English
Strong customer service orientation with a commitment to service excellence
Ability to work effectively within a team environment and respond to operational requirements with professionalism and discretion
Additional information
Directly opposite to The Dubai Mall, the iconic Burj Khalifa, 10 minutes walk to the Dubai Metro Station and within a few minutes’ drive to DIFC, World Trade Centre and just 15 minutes’ drive from Dubai International Airport, Swissotel Al Murooj is located in downtown Dubai, one of the city’s favoured destinations for business or leisure.