Telephone Operator

@The First Group posted 6 days ago

Job Description

Overview:

Our Company – Wyndham Hotels & Resorts
Welcome to the largest hotel company in the world. At Wyndham Hotels & Resorts, our Team Members have the opportunity to explore both personal and professional development opportunities throughout their careers. Wyndham Hotels & Resorts is the champion of the everyday traveler. Through the largest and widest collection of hotel experiences in the world, we work to make hotel travel possible for all. Wherever and however people travel, Wyndham will be there to welcome them.
With nearly 9,000 hotels across the globe and through its network of nearly 790,000 rooms appealing to the everyday traveler, Wyndham commands a leading presence in both the economy and midscale segments of the hospitality industry. The company operates a portfolio of 20 hotel brands, including Super 8®, Days Inn®, Ramada®, Microtel Inn & Suites®, La Quinta®, Wingate®, AmericInn®, Hawthorn Suites®, The Trademark Collection® and Wyndham®. The Company’s award-winning Wyndham Rewards® loyalty program offers more than 56 million enrolled members the opportunity to redeem points at thousands of hotels, condominiums and holiday homes globally. For more information, visit www.wyndhamhotels.com.

Our Brand – Wyndham®
With friendly service, thoughtful amenities, and a range of options for the everyday traveler, Wyndham will be there to welcome you wherever you go. Designed for business and leisure travelers alike, Wyndham locations offer a comfortable and convenient stay. No matter where your travels take you, our hotels welcome you with thoughtfully appointed guest rooms, a range of food and beverage options, and extras like pools and fitness centers.

Our Hotel – Wyndham Dubai Marina
Embrace the energy of the cosmopolitan playground that is Dubai with stays at Wyndham Dubai Marina, a 4-star hotel located in one of the city’s most vibrant locations. Gaze into the waters of the world’s largest man-made marina surrounded by striking architecture.
From the moment you step into our spectacular marble lobby, you know you’re somewhere special. Wyndham Dubai Marina is an internationally recognized 4-star hotel, conveniently situated just steps from Dubai’s most prominent landmarks such as The Beach and The Walk JBR, Dubai Marina Mall, and largest observation wheel in the world – Ain Dubai, soon to be completed.
The hotel features a spa, gymnasium, outdoor pool and great food and beverage outlets including a coffee shop, a club lounge, an International all-day dining restaurant with al fresco dining serving Italian specialties, and a bar and eatery serving smoked meats and specialty beverages.

Work Culture and Benefits
Embark on a rewarding career with Wyndham Dubai Marina where you will be supported throughout your professional journey with tailored learning opportunities and development training. We are committed to providing a nurturing environment where all of our team members can explore personal and professional development opportunities throughout their tenure with us. We offer a variety of leadership training, mentoring opportunities, and educational support to continually foster a culture of diversity and inclusion.
We are committed to attracting, motivating, and retaining talented team members who align with our company’s core values. We are proud to reward our team members with comprehensive benefit programs and resources which include: return air tickets to home destination, uniform and laundry services, accommodation and recreation facilities, medical coverage and life insurance, transportation, duty meals, colleague discount in our F&B outlets and reduced hotel rates, enhanced employee rewards program, team bonding and engagement events, employee health and wellness activities.

Job Description:

Telephone Operator operates the telephone switchboard station in order to answer telephone calls and process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls. Advise guests of any messages (e.g. voicemail, e-mail, faxes) received for them and send to room, if required. Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly. Log all guest requests or issues into computer, contact appropriate individual or department (e.g. Bellman, Housekeeping, Engineering) and follow up with guests to ensure their request has been met to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. Assist guests with accessing the Internet. Report accidents, injuries, and unsafe work conditions to the management.


KEY RESPONSIBILITIES

  • Ensure hotel brand standards, policies and procedures are adhered to at all times.
  • Maintain complete knowledge of all hotel features/services, hours of operations, all hotel restaurant food concepts, menu price range, dress code and ambiance, all hotel room types, numbers/names, layout, amenities and locations, all hotel room rates, special packages and promotions, daily house count and expected arrivals/departures, scheduled daily group activities, names and locations of meeting/banquet rooms, room availability status for any given day.
  • Organize and implement all special needs, personal preferences and amenity distribution in accordance with the department’s standards and procedures.
  • Answer and direct all external incoming telephone calls following the standard telephone etiquette.
  • Take In Room Dining orders from the guests over the telephone. Enter order into MICROS system.
  • Communicate special instructions to the kitchen and expediters.
  • Handle guests’ complaints and take action to resolve problems.
  • Accept and relay guests’ messages, either manually, in writing or through voice mail system.
  • Take request for wake up calls and follow through to ensure guests receive their wake up call at the requested time.
  • Greet guests with a cheerful and pleasant voice using guests name at least during the conversation.
  • Respond to emergency situations calmly, effectively, according to the hotel guidelines.
  • Actively participate in sending and distribution of all incoming and outgoing faxes and messages.
  • Understand and know all SOPs for fire evacuation, emergency situation.
  • Successful completion of the training / certification process.
  • Develop and maintain positive and productive working relationships with other employees and departments. Support all co-workers and treat them with dignity and respect.
  • Follow, comply and ensure that all guests are checked-in and out from the DTCM e-service portal and CID systems.
  • Follow, comply and ensure that all service requests and incidents either requested by a guest and/or associates are logged into FCS/e-connect software in a timely manner.

Desired Skill & Expertise:

  • Degree in hospitality management and/or similar work experience or certified accreditation.
  • Minimum 1 year experience as Telephone Operator or in Front Office department, 4/5* property with 300+ inventory.
  • Excel, Word, Power Point, FBM, Opera, Computer Skills.
  • Proficiency in Business English, Arabic, French and/or Russian language will be a strong advantage.

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