Royal Service Agent - Telephone Operator
Royal Service Agent - Telephone Operator
Posted on :
17-10-2024
Employer Active
1 Vacancy
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Job Description
- Consistently offer professional friendly and engaging service
- Process all external and internal calls and emails either by redirecting calls/emails or assisting the caller/sender.
- Promptly answer telephone calls and emails addressing callers and senders in a clear friendly and courteous tone of voice.
- Take ownership of the callers request and ensure follow up according to the hotels standards
- Have a sufficient working knowledge of all departments in particular Housekeeping Front Office and Engineering.
- Act as dispatcher through Royal Service for security guest services and other colleagues in operations.
- Update Service Requests and work orders and dispatch to the right department.
- Maintain and monitor the Royal Service software system and ensure that all services provided at Royal Service are always available and are carried out efficiently.
- Responsibly use all available systems including PMS (Property Management System) telephone system Royal Service fax etc.
- Maintain the upkeep of all telephone and related equipment within the switchboard to ensure maximum efficiency.
- Maintain information confidentiality.
- Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages to/from the computer. Ensure that messages taken are forwarded to and received by guests.
- Provide time and information in response to emergencies and guest requests such as plumbing problems housekeeping requests etc. Verify with guests after a reasonable preset time whether the request has been delivered. Followups to be endorsed to proper channels.
- Receive wakeup call requests from guests repeat information back to caller as it is taken accurately and expediently log/input information. Deliver wakeup calls at the requested time.
- Serve as a liaison for Guests requiring information relating to all aspects of the hotel such as: F&B promotions Reservations meetings rooms etc.
- Receives and logs into the Table Management System the restaurant reservations requests with all information required.
- Maintaining the communication with the guests regarding the lost & found items.
- Creating amenities in the system for the efficient delivery and cross charging.
- Have full knowledge of the hotels emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity.
- Promotes and leads a service driven results driven work environment.
- Follow department policies procedures and service standards.
- Follow all safety policies and promotes a safe work environment.
- Other duties as assigned.
Qualifications :
- Fluency in Arabic language is a must speaking and writing
- Previous role as a Telephone Operator is a must
- Must possess outstanding guest services skills and sophisticated verbal communication skills.
- Computer literate in Microsoft Windows applications required. Knowledge of Opera Property Management System an asset.
- Strong interpersonal and problem solving abilities.
- Highly organized responsible & reliable.
- Ability to work well under pressure in a fast paced environment.
- Ability to work cohesively with fellow colleagues as part of a team.
- Ability to focus attention on guest needs remaining calm and courteous at all times.
- Fluency in English secondary language preferred.
- Must have the ability to handle a multitude of tasks and Guest requests.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
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