Telephone Operator

Overview:
Headquartered in Dubai, UAE, The First Group is a dynamic, integrated global
property developer with a fast-growing portfolio of upscale hotels,
residential properties, F&B brands and real estate asset management services.
Since our launch in ‎2005, we have carved a highly successful niche offering
unrivalled property investment opportunities in high-growth markets to clients
from more than ‎70 countries worldwide.

We were among the first developers to identify the tremendous potential in
providing private investors the opportunity to purchase hotel guestrooms,
suites and serviced apartments in our collection of upscale properties located
in highly popular locations across Dubai. We back up our success with a list
of International Property awards along with strategic partnerships with
companies such as Wyndham Hotel group, Millennium Hotels, Emirates Airlines
and Jumeirah Hotels and Resorts.

To successful candidates, we offer a diverse progressive corporate working
environment with clear growth potential along with award winning sales &
marketing tools, a state of the art showroom featuring Dubai's only virtual
helicopter tour and endorsements from a number of international sporting
celebrities.
Job Description:
* Ensure TFC 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+ year of 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.