Telephone Operator

Overview

As a Telephone Operator at Grand Millennium Al Wahda, you will be responsible for managing incoming calls with professionalism and ensuring every interaction with guests is courteous and memorable. Your role is key to facilitating smooth communication between guests and hotel departments, thereby enhancing customer service quality.

Key Responsibilities

• Warmly and professionally answer all guest calls providing friendly and respectful interactions.
• Coordinate efficiently with hotel departments to deliver seamless service experiences.
• Address all queries politely and strive to exceed guest expectations at all times.
• Greet guests by name during calls following established standards.
• Maintain up-to-date knowledge of hotel services and local offerings.
• Utilize the Opera Guest profile system to stay aware of guest preferences and profiles.
• Complete documentation for long-distance calls accurately, including vouchers and traffic sheets.
• Manage guest wake-up call schedules, ensuring calls are made promptly and according to standards.
• Operate the switchboard efficiently allowing quick internal and external call transfers.
• Take messages for guests and management in line with company protocols.
• Follow and support organizational policies on environmental, health, and safety standards.

Qualifications and Skills

• Previous experience as a Telephone Operator, Guest Service Agent, or in a similar hospitality role is preferred.
• Fluent English communication skills are essential; proficiency in additional languages is a plus.
• Possess a clear, pleasant, and professional telephone manner.
• Demonstrated strong customer service and interpersonal abilities.
• Capable of managing multiple calls and guest requests effectively.
• Basic computing skills and familiarity with hotel management systems are desirable.
• Willingness to work flexible hours including shifts, weekends, and public holidays.
• Positive attitude, excellent organizational skills, and attention to detail.