Job Description

Date Posted: 2009-11-01 Ref. JB1347670

Telephone Operator (Alfardan Hospitality)

•Answers all incoming calls, connects them to the appropriate extension in an efficient, friendly and caring manner according to the Kempinski standards.
•Writes down messages accurately for our guests and delivers messages in a timely manner.
•Handles wake up call requests and writes up a wake up call summary.
•Answers all guest questions / requests in a friendly and caring manner, takes appropriate actions or if needed, refers the matters to the relevant persons to handle. It may be providing information or assistance to make an outside call or handling a complaint, etc.
•Keeps a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial). Coordinates with front office reception all telephones charges to ensure they are billed and collected from guests.
•Monitors in-house music area’s to ensure smooth and proper functioning.
•In case of emergency, handles all communications for the hotel whilst serving as the communication center.
•Keeps abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel product knowledge.
•Accomplishes a set of administrative duties advised by Front Office Secretary/ Front Office Supervisor

Maintains the neatness of his/her working area at all time.

Skills

•Customer Service Orientation
•Teamwork / Cooperation
•Listening and oral skills: Must speak clearly and listen attentively
•Writing skills
•Basic knowledge of Hotel Business Operations
•Pleasant and friendly personality over telephone
•Fluency in local language
•Fluency in English
•Fluency in a third language a plus
•Basic computer knowledge a plus

Education

Minimum of the equivalent of High School Graduate.