Telephone Operator / CID Associate

Overview:
The First Group Collection portfolio of five operational hotels is renowned
for its world-class service and cutting-edge amenities designed to ease guests
into their stay. The First Collection at JVC opened in September ‎2021 and is
the first branded and managed hotel under the group. Grand Heights Hotel
Apartments, offers comfortable studios and one-bedroom apartments in the heart
of the city The First collection of Business Bay opens in July. Bringing to
the market a range of franchised properties, the group also manages TRYP by
Wyndham Dubai and Wyndham Dubai Marina, which are franchises of the Wyndham
Group. While Citadines Metro Central Dubai offers hotel apartments in a prime
location and is a franchise of The Ascott Limited.

The First Group Collection restaurants offer exceptional and original dining
experiences that focus on creating unique lifestyle-driven dining concepts
with a strong emphasis on quality and affordability. The rapidly growing
portfolio of restaurants, cafes and bars feature a dynamic mix of homegrown
brands and recognised international franchises, including MasterChef, the TV
Experience - the world's first restaurant based on the global TV phenomenon.
With an emphasis on social dining, this exciting restaurant portfolio is
helping establish the collection of upscale and upper-midscale hotels among
Dubai's hottest gastronomic and lifestyle destinations. With ambitious growth
plans in the years ahead, The First Group Collection will be opening numerous
upper scale hotels and a series of dining concepts throughout Dubai.

Nestled amid the alluring Dubai coastline, the latest addition to the
flourishing Soluna Beach Club scene from The First Group offers a contemporary
Mediterranean experience in the heart of The Palm Jumeirah. Catering to
residents and hotel guests alike, this vibrant family-friendly oasis boasts
endless sun-kissed beaches and glistening blue waters with a variety of chic
lounging areas offering sweeping views across the iconic skyline. With three
uniquely appointed restaurants Risen, ÉNAS Mediterranean Restaurant and our
Pool & Beach at Soluna Beach Club serving up an extensive menu of globally,
Mediterranean inspired cuisine, guests will discover a stylish haven set
against the backdrop of warm-hearted hospitality and sublime interiors.
Job Description:
* Ensure 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 appointments, 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.
* Maintain cleanliness throughout the areas.
* Organize and implement all special needs, personal preferences and amenity distribution in accordance to the department's standards and procedures.
* Answer and direct all external incoming telephone calls following the standard telephone etiquettes.
* Takes In Room Dining orders from the guests over the telephone. Enters order into MICROS system.
* Communicates special instructions to the kitchen and expediters.
* Handles guests' complaints and takes action to resolve problems.
* Accepts and relays guests messages, either manually, written or through voice mail system.
* Maintain and update Opera telephone Directory.
* Prepare any admin related tasks delegated by the line manager.
* Takes request for wake up calls and follows through to ensure guests receive their wake up call at the requested time.
* Greets guests with a cheerful and pleasant voice during the conversation.
* Responds to emergency situations calmly, effectively, according to hotel guidelines.
* Actively participate in sending and distributing all incoming and outgoing faxes and messages.
* Understand and know all SOPs for fire evacuation, your role and what is required in 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.
* Perform any other works as and when assigned by the supervisor and/or management.
Desired Skill & Expertise:
* At least ‎1+ years experience working at the reception or as a telephone operator in a ‎4* property with ‎250+ inventory.
* ‎1 year experience Front Office computer literacy
* Excellent communications skills with Proficiency in speaking and writing English.
* Team player with excellent planning, organizing skills and excellent problem-solving skills.
* Able to work flexible working hours with rotating shifts.
* Pleasant personality and good grooming.