Telephone Operator

Company Description

The iconic Queen Elizabeth II (QE2) is a historic gem and the only floating hotel in Dubai. The hotel features 447 distinctive rooms. A one-of-a-kind entertainment destination, rich in history where the past is relived in the luxury of today. Guest experience is a true British heritage and history with a visit to one of the worlds most celebrated ocean liners, now permanently docked in the new marina at Dubais Port Rashid in the UAE.

Job Description

Prime Function:

• Provide quick and friendly service to callers and direct calls to the appropriate departments during the shift.
• Ensure speedy and courteous answering of incoming telephone calls both internal and external following the standard phrases during the shift.
• To ensure that all guests and callers are provided with concise information concerning the services and facilities provided by the organization during the shift.
• To ensure all guest queries, enquiries and requests are attended to in a helpful and professional, yet warm and friendly manner during the shift.
• Any matter, which may affect the interests of the hotel, should be brought to the attention of the Management during the shift.
  
  

• Provide effective support to the team to enable them to provide effective & efficient services.
• Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.
• Establish and maintain seamless co-ordination & co-operation with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.
  
  

• Ensure to bring any problems or complaints immediately and directly to the attention of the Front Office Manager whether or not it relates to the Front Office or any other department.
• While connecting to the desired extensions in the hotel, which are busy, use standard phrases and keep the caller informed of the busy status.
• Responsible for the wake up calls requested by the guest.
• To research and provide specific directory information to both internal and external inquiries, as required, in accordance with policies and procedures pertaining to the disclosure of directory information.
• If a guest does not answer the telephone call, the telephone operator should politely ask the caller if he wishes to leave a message.
• Be acutely aware of the procedure for handling fire alarms and other emergency situations.
• Adhere to the out-of –city and out- of- country policy, both for guests and employees.
• Ensure that long distance calls are recorded on the appropriate vouchers, and similarly local calls, and that the vouchers are delivered promptly to the Front Office Department.
• Ensure that personal presentation, telephone etiquette and guest services are as per the set guidelines.
• Ensure to maintain and update telephone directories and event schedules via computerized data base when notified of changes in order to access correct information.