Telephone Operator

Job Overview

Positioned within the Rooms Division, Front Office & Guest Services department, this role entails managing all incoming calls at Kempinski Hotel Mall of the Emirates in Dubai, delivering service aligned with the hotel's luxury standards.

Key Responsibilities

• Answer all incoming communications courteously and efficiently, connecting callers to the correct extensions following Kempinski standards.
• Accurately record and promptly relay messages to guests.
• Manage guest requests such as Do Not Disturb (DND) and confidentiality statuses.
• Arrange personalized and automated wakeup calls in compliance with LQA guidelines.
• Respond to guest inquiries with friendliness and care, escalating complex issues when necessary.
• Serve as the communication hub during emergencies, coordinating critical information flows.
• Maintain logs of all Domestic and International Direct Dial calls and collaborate with the front desk on billing procedures.
• Monitor television and music systems across outlets and public areas to ensure proper operation.
• Stay informed about hotel personnel changes, emergency protocols, promotions, and product offerings.
• Keep the work area organized and tidy at all times.

Candidate Requirements

• Basic understanding of front desk procedures.
• Previous experience in luxury hotel environments preferred.
• Strong communication abilities.
• Familiarity with hotel operations and computer systems.
• Proficiency in Microsoft Office suite, specifically Word, Excel, and PowerPoint.
• Hands-on experience with Opera property management system.
• Basic knowledge of Micros system is advantageous.

About Kempinski Hotels

Founded in 1897, Kempinski Hotels combine rich European hospitality traditions with global cultural appreciation to create exceptional guest experiences. Kempinski Hotel Mall of the Emirates is a distinctive Dubai destination offering luxury accommodations, including unique ski chalets overlooking Ski Dubai, complemented by premier shopping and entertainment.