Telephone Operator

3 weeks ago

Fujairah, United Arab Emirates Marriott International, Inc Full time

**Job Number** 22213499

**Job Category** Rooms & Guest Services Operations

**Location** Le Méridien Al Aqah Beach Resort, Dibba Road, Fujairah, United Arab Emirates, United Arab Emirates VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

***

Answer, record, log, and process all guest calls, requests, questions, or concerns. Operate telephone switchboard station. Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Advise guest of any messages received. Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message. Receive, record, and relay messages accurately, completely, and legibly. Activate/deactivate guest room message lights as appropriate. Instruct guests on how to access the internet; transfer guests with problems to provider's customer support line. Test communications equipment to ensure it works properly. Respond to special requests from guests with unique needs. Contact appropriate individual or department as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Dispatch bell staff or valet staff as needed.

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Enter and locate information using computers and/or POS systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

SCOPE / BUSINESS CONTEXT
- A Full Time position based at Le Meridien Al Aqah Beach Resort.
- Number of Direct Reports - 0
- Titles of Direct Reports - 0

CANDIDATE PROFILE

**Experience**:

- Having an experience in similar position for at least 12 months with a great deal interpersonal skills and physically fit.

Skills and Knowledge
- Strong Communication skills (verbal, listening, writing)
- Innovative
- Pro-active and reliable
- Able to work alone and within a team
- OPERA, GXP, Microsoft Office, AVAYA, Res Pak and other related operating systems
- Flexible and ability to work around the clock
- Able to up-sell

Education or Certification
- Bachelor/ Diploma in Hospitality or related categories
- Good level of English essential

SPECIFIC DUTIES
- The following are specific responsibilities and contributions critical to the successful performance of the position: _
- Attend to each call in a courteous and efficient manner, using correct telephone etiquette according to the Marriott International standards.
- Dispatch appropriate personnel to satisfy guest requests and resolve guest issues.
- Maintain a log of all guest requests as well as guest response. Information should include:

- Guest name, room number and folio number
- Service request issue
- Time of call
- Agent name
- Action taken / resolution
- Follow up information, including final status
- Maintain and be familiar with a directory of information within the hotel and local area information.
- Local hotels, address, telephone and fax numbers
- Travel agencies, Airlines, Car rentals, Taxi and limousine services
- Money exchanges, Bank and automated teller machines (ATMS)
- Be familiar all outlets information - Property owned and outsourced outlets and Local restaurants, Names, Types of cuisine, type of food, price & Opening/Closing Hours.
- Local attractions, hours, prices
- Houses of worships, hours of services
- Shopping facilities, Government offices, Emergency numbers
- Record the guest’s name and room number under the wake up time requested. Repeat this information to the guest to ensure proper handling of wake up calls in the morning. Set wake up clock or input as request as they come in.
- Maintain a handover log for the next shift, e.g. VIP arrivals, in
- house, extra care, car exceptions, noting any services that are pending to ensure follow up, etc.
- Utilizing all available resources, follow up on previous shift requests are pending issues.
- Be fully conversant with OPERA, GXP, AVAYA, Res Pak and other related operating systems.
- Each associate is expected to carry out, within their capabilities, all reasonable requ

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