Overview
Franchise Hotel – Telephone Operator Agent – ThPalm Hotel, Vignette Collection Jobs in Dubai, UAE at InterContinental Hotels Group
Position: Â Franchise Hotel – Telephone Operator Agent – Th8 Palm Hotel, Vignette Collection
[aboutus]
Vignette Collection is adiversegroup of luxury hotels with a fresh focus, offering guests a more authentic and thoughtful way to travel.
We’ve created a collection brand that gives guests and colleagues an inspiring new choice. One that puts people at the heart of everything we do, to reframe luxury hospitality for the better.
Our hotels are unique in their own right, with their own distinct outlook and story to tell.
Day to Day Responsibilities
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 throughout the hotel 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 dispatching software systems and ensure that all services provided throughout the hotel are always available and are carried out efficiently.
Responsibly use all available systems including PMS (Property Management System), telephone system, dispatching systems, 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 thecommunicationwith the guests regarding the lost and 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 drivenwork environment.
Follow department policies, procedures and service standards.
Follow all safety policies and promotes a safework environment.
Other duties as assigned.
Minimum Requirements
Previous customer related experience an asset.
Must possess outstanding guest services skills and sophisticated verbalcommunication skills.
Computer literate in Microsoft Windows applications required. Knowledge of Opera Property Management System an asset.
Strong interpersona…
Title: Franchise Hotel – Telephone Operator Agent – ThPalm Hotel, Vignette Collection
Company: InterContinental Hotels Group
Location: Dubai, UAE
Category: Customer Service/HelpDesk, Hospitality / Hotel / Catering
