Telephone Operator

2 months ago

Dubai, United Arab Emirates Radisson Blu Hotel - Dubai Media City - Rooms Full time

**KEY RESPONSIBILITIES**:

- Provides courteous service to customers by operating the switchboard according to standards.
- Communicates clearly and courteously.
- Demonstrates fluency in the use of equipment.
- Transfers incoming calls promptly to the appropriate extension.
- Assists customers make long distance calls by instructing them on the appropriate procedures and/or placing calls for them.
- Responds to customer questions regarding the hotel, in-house facilities and local events.
- Provides courteous, prompt and accurate inter-hotel communications to staff and customers.
- Takes and delivers accurate and complete messages.
- Insures customer is awakened as requested by accepting, recording and executing wake-up calls.
- Communicates with authorized employees by using paging system and/or radio.
- Follows established hotel security and safety policies as required.
- Identifies and forwards incoming faxes, customer mail, packages and messages promptly.
- Prepares lists and reports as requested.
- Checks the daily arrival list.

**KNOWLEDGE OF FRONT OFFICE TECHNOLOGY**
- Is fully conversant with the hotel reservation system
- Is able to operate switchboard, telefax, key equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment

**SECURITY, HEALTH AND SAFETY**
- Ensures that own cash is secure at all times
- Ensures all discrepancies in own cash are declared to the Service Manager and Controller
- Ensures that guest details are not disclosed
- Maintains high confidentiality in regards to guest privacy
- Reports any suspicious behavior of guests and staff to the Service Manager, and Security
- Notifies Service Manager and Executive Housekeeper regarding lost and found objects
- Ensures that all potential and real hazards are reported appropriately immediately
- Fully understands the hotel’s fire, emergency, and bomb procedures
- Follows emergency procedures to provide for the security and safety of guests and employees
- Works in a safe manner that does not harm or injure self or others
- Anticipates possible and probable hazards and conditions and notifies the Service Manager
- Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct

**MISCELLANEOUS**
- Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
- Keeps logbook for the telephone function, and updates log book for next shift
- Is aware of current room availability
- Is fully aware of Radisson Blu service concepts
- Is fully aware of current hotel promotions
- Knows the names of key people within Radisson Blu
- Communicates effectively with customers, colleagues, and supervisors
- Demonstrates teamwork by co-operating and assisting Front Office as needed
- Uses the ABC approach to respond to negative comments and complaints; and transfers complaints to the appropriate manager
- Attends meetings and training required by the Service Manager
- Accepts flexible work schedule necessary for uninterrupted service to hotel guests
- Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to the Service Manager
- Continuously seeks to endeavor professionalism in own job function

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