Royal Service Agent

2 weeks ago

Dubai, Dubai, United Arab Emirates Accor Full time

Job Description

  • Consistently offer professional, friendly and engaging service
  • Process all external and internal calls and emails either by redirecting calls/emails or assisting the caller/sender.
  • Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly and courteous tone of voice.
  • Take ownership of the caller's request and ensure follow up according to the hotel's standards
  • Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering.
  • Act as dispatcher through Royal Service for security, guest services and other colleagues in operations.
  • Update Service Requests and work orders and dispatch to the right department.
  • Maintain and monitor the "Royal Service" software system and ensure that all services provided at Royal Service are always available and are carried out efficiently.
  • Responsibly use all available systems including PMS (Property Management System), telephone system, Royal Service, fax, etc.
  • Maintain the upkeep of all telephone and related equipment within the switchboard to ensure maximum efficiency.
  • Maintain information confidentiality.
  • Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages to/from the computer. Ensure that messages taken are forwarded to and received by guests.
  • Provide time and information in response to emergencies and guest requests such as plumbing problems, housekeeping requests, etc. Verify with guests, after a reasonable pre-set time, whether the request has been delivered. Follow-ups to be endorsed to proper channels.
  • Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information. Deliver wake-up calls at the requested time.
  • Serve as a liaison for Guests requiring information relating to all aspects of the hotel, such as: F&B promotions, Reservations, meetings rooms, etc.
  • Receives and logs into the Table Management System the restaurant reservations requests with all information required.
  • Maintaining the communication with the guests regarding the lost & found items.
  • Creating amenities in the system for the efficient delivery and cross charging.
  • Have full knowledge of the hotel's emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity.
  • Promotes and leads a service driven, results driven work environment.
  • Follow department policies, procedures and service standards.
  • Follow all safety policies and promotes a safe work environment.
  • Other duties as assigned.

Qualifications

  • Fluency in Arabic language is a must, speaking and writing
  • Previous role as a Telephone Operator is a must
  • Must possess outstanding guest services skills and sophisticated verbal communication skills.
  • Computer literate in Microsoft Windows applications required. Knowledge of Opera Property Management System an asset.
  • Strong interpersonal and problem solving abilities.
  • Highly organized, responsible & reliable.
  • Ability to work well under pressure in a fast paced environment.
  • Ability to work cohesively with fellow colleagues as part of a team.
  • Ability to focus attention on guest needs, remaining calm and courteous at all times.
  • Fluency in English, secondary language preferred.
  • Must have the ability to handle a multitude of tasks and Guest requests.

Additional Information

Visa Requirements:

Please note that you must be eligible to live and work in Dubai.

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