Telephone Operator

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 where ever possible.
• He / she should be empathetic to all mood and time restrictions.
• He / she must ensure a smooth operation of his / her service area as governed by contract and deemed by operational requirements.

1. One should be creative and confident and be prepared to step outside of the confines of comfort.
2. He / she should take the time to get to know the guests and be committed to service excellence.
3. Team play is imperative and having the time to invest in self and employee development is mandatory.

Key Deliverables and Responsibilities

Planning and Organising:

1. Ensure that all Swissôtel Al Murooj, Dubai standards are adhered to
2. Guests should not be kept waiting.
3. Guests should be made to feel welcome, feel at home and relaxed
4. We are to anticipate guests needs so there is little need to ask us for anything
5. “Yes is the answer, what is the question?” is a key mind frame

Operational:

1. Read the Log Book and receive any handover from the Night Manager/Duty Manager.
2. Ensure all the systems are up and running within the telephone operators room, report any defects
3. Know which events and meeting we have in the hotel
4. Familiarize with the local news and major events in the city
5. Answer all guest information in a quick and efficient
6. Update and maintain files as requested by the Telephone Operators Supervisor and Front Office Manager
7. Maintain guest data base and feed in guest history
8. Attend daily briefings and training
9. Action any pending issues that was logged and follow up with the concerned.
10. Prepared guest complaints summary and communicate the same to your Supervisor.
11. Daily check all meetings, functions, seminars, and event that is taking place during the day
12. Ensure complete courtesy, friendliness and professionalism at all times, smile!
13. Oversee and control all collateral make sure that all collateral is as per the Hotel standards
14. Handle guest complaints with utmost courtesy and professionalism, report immediately to senior management.
15. Update Hotel information & promotions and communicate with the Front Office
16. Ensure proper filing system is in place for proper filing of guest records.
17. Maintain standards and up sell where ever possible, follow Quality Assurance check list
18. Any other task as requested by the Front Office Manager

Administration:

1. Establish and maintain effective employee relationships
2. Maintaining 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