telephone operator

Accor Group

Job Details Job Location: Dubai, United Arab Emirates Industry: Hospitality Function: Customer Service Gender: Any Candidate Nationality: Any Candidate Current Location: Any Job Type: Full Time Job Overview Guest Communication and Switchboard Coordination As a Telephone Operator, you will be responsible for managing all inbound and outbound guest communications, delivering wake-up calls, logging requests, and ensuring smooth coordination between departments. This role is pivotal in delivering prompt, courteous, and accurate responses that enhance the guest experience throughout their stay. What You ll Do * Answer all incoming guest calls in a warm, friendly, and professional manner * Handle inquiries, guest requests, and transfers efficiently using the hotel s switchboard system * Maintain accurate records of wake-up call requests and ensure timely delivery * Communicate effectively with Front Office, Housekeeping, Engineering, and F&amp;B to follow up on guest needs * Manage voicemail and messaging services for guests and internal departments * Maintain up-to-date knowledge of hotel facilities, services, and local attractions * Access guest information via the Opera system to personalize calls and assist with preferences * Record and deliver messages according to standard operating procedures * Ensure all telephone equipment is functioning correctly and report issues promptly * Assist in emergency procedures by coordinating communication during fire alarms, evacuations, or other incidents Ideal Profile Friendly, Efficient, and Organized * 1 2 years of experience in a similar telephone or guest services role in a hotel * Fluent in English with excellent verbal and written communication skills * Knowledge of Opera PMS and switchboard systems preferred * Polite, calm, and composed under pressure with attention to detail * Strong interpersonal skills and a commitment to guest satisfaction * Multilingual abilities are an advantage * Ability to multitask and maintain professionalism in high-volume environments * Well-groomed with a courteous and positive demeanor

Telephone Operator

The First Group

Responsibilities:
<ul>
 <li>Ensure brand standards, policies and procedures are adhered to at all times.</li>
 <li>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.</li>
 <li>Maintain cleanliness throughout the areas.</li>
 <li>Organize and implement all special needs, personal preferences and amenity distribution in accordance to the department s standards and procedures.</li>
 <li>Answer and direct all external incoming telephone calls following the standard telephone etiquettes.</li>
 <li>Takes In Room Dining orders from the guests over the telephone. Enters order into MICROS system.</li>
 <li>Communicates special instructions to the kitchen and expediters.</li>
 <li>Handles guests complaints and takes action to resolve problems.</li>
 <li>Accepts and relays guests messages, either manually, written or through voice mail system.</li>
 <li>Maintain and update Opera telephone Directory.</li>
 <li>Prepare any admin related tasks delegated by the line manager.</li>
 <li>Takes request for wake up calls and follows through to ensure guests receive their wake up call at the requested time.</li>
 <li>Greets guests with a cheerful and pleasant voice during the conversation.</li>
 <li>Responds to emergency situations calmly, effectively, according to hotel guidelines.</li>
 <li>Actively participate in sending and distributing all incoming and outgoing faxes and messages.</li>
 <li>Understand and know all SOPs for fire evacuation, your role and what is required in Emergency situation.</li>
 <li>Successful completion of the training / certification process.</li>
 <li>Develop and maintain positive and productive working relationships with other employees and departments. Support all co-workers and treat them with dignity and respect.</li>
 <li>Follow, comply and ensure that all guests are checked-in and out from the DTCM e-service portal and CID systems.</li>
 <li>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.</li>
 <li>Perform any other works as and when assigned by the supervisor and/or management.</li>
</ul>

Marriott International

Answer, record, log, and process all guest calls, requests, questions, or concerns. Operate telephone switchboard station. Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Advise guest of any messages received. Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message. Receive, record, and relay messages accurately, completely, and legibly. Activate/deactivate guest room message lights as appropriate. Instruct guests on how to access the internet; transfer guests with problems to provider's customer support line. Test communications equipment to ensure it works properly. Respond to special requests from guests with unique needs. Contact appropriate individual or department as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Dispatch bell staff or valet staff as needed.

<div>Additional Information 
Job Number25162150 
Job CategoryRooms &amp; Guest Services Operations 
LocationJW Marriott Hotel Riyadh, King Fahad Road, Riyadh, Saudi Arabia, Saudi Arabia, 13315 
ScheduleFull Time 
Located Remotely?N 
Position Type Non-Management<div> 
<div>Atender, registrar, anotar y procesar todas las llamadas, las solicitudes, las preguntas o las inquietudes de los hu&eacute;spedes. Manejar la terminal de central telef&oacute;nica. Procesar las solicitudes de los hu&eacute;spedes para servicio de llamadas de despertador, identificaci&oacute;n de llamadas, no molestar, desv&iacute;o de llamadas, teleconferencias, llamadas transmitidas a trav&eacute;s de un dispositivo de telecomunicaciones para sordos (Telecommunications Device for the Deaf, TDD) y llamadas de hu&eacute;spedes no registrados. Informar a los hu&eacute;spedes cualquier mensaje que hayan recibido. Vigilar las l&iacute;neas ocupadas o que no hayan sido atendidas, mantenerse en contacto con las personas que esperan en l&iacute;nea para actualizar su estado y ofrecerse para tomar mensajes. Recibir, registrar y transmitir los mensajes de forma exacta, completa y legible. Activar y desactivar la luz indicadora de la habitaci&oacute;n de los hu&eacute;spedes seg&uacute;n corresponda. Capacitar a los hu&eacute;spedes sobre el acceso a Internet; transferir a los hu&eacute;spedes que tengan problemas a la l&iacute;nea de atenci&oacute;n al cliente del proveedor del servicio. Probar los equipos de comunicaci&oacute;n para asegurase de que funcionen adecuadamente. Atender a las solicitudes especiales por parte de los hu&eacute;spedes con necesidades excepcionales. Contactar a la persona o al departamento apropiados, seg&uacute;n sea necesario, para resolver las llamadas, las solicitudes o los problemas de los hu&eacute;spedes. Hacer un seguimiento de los hu&eacute;spedes para asegurarse de que sus solicitudes o problemas hayan sido resueltos a su entera satisfacci&oacute;n. Enviar a los botones o al personal de servicio, seg&uacute;n sea necesario. Cumplir con todas las pol&iacute;ticas y los procedimientos de la compa&ntilde;&iacute;a; informar al gerente los accidentes, las lesiones y las condiciones laborales inseguras; asegurarse de que el uniforme y la apariencia personal sean pulcras y profesionales; mantener la confidencialidad de la informaci&oacute;n patentada y proteger los bienes de la compa&ntilde;&iacute;a. Recibir y reconocer a todos los hu&eacute;spedes de acuerdo con los est&aacute;ndares de la compa&ntilde;&iacute;a; anticiparse a sus necesidades de servicio y atenderlas; agradecerles con aprecio genuino; asistir a las personas con discapacidades. Hablar con los dem&aacute;s utilizando un lenguaje claro y profesional; atender los tel&eacute;fonos utilizando el protocolo adecuado. Cultivar y mantener relaciones laborales positivas con los dem&aacute;s; apoyar al equipo para alcanzar los objetivos comunes. Acatar las expectativas y los est&aacute;ndares de garant&iacute;a de la calidad. Estar de pie, tomar asiento o caminar durante un per&iacute;odo prolongado de tiempo. Ingresar y localizar informaci&oacute;n mediante la utilizaci&oacute;n de computadoras y/o sistemas de punto de venta (Point of Sales, POS). Mover, levantar, transportar, empujar, arrastrar y ubicar sin ayuda objetos que pesen 10 libras o menos. Ejecutar otros deberes de trabajo razonables solicitados por supervisors. 
<div></div>
APTITUDES DESEABLES 
<div></div>
Educaci&oacute;n:T&iacute;tulo de estudios secundarios o certificado equivalente de un programa de Desarrollo de Educaci&oacute;n General 
<div></div> 
(General Educational Development, GED). 
<div></div>
Experiencia laboral af&iacute;n:No se requiere experiencia laboral af&iacute;n. 
<div></div>
Experiencia como supervisor:No se requiere experiencia como supervisor. 
<div></div>
Licencia o certificaci&oacute;n:Ninguna</div> 
<div></div>
<div></div>En Marriott International, nos comprometemos a ofrecer igualdad de oportunidades, a hacer que todos se sientan bienvenidos y a facilitar el acceso a oportunidades laborales. Promovemos activamente un entorno en el que se valora y celebra la diversidad de or&iacute;genes de nuestros asociados. Nuestra gran fortaleza yace en la exquisita fusi&oacute;n de culturas, talentos y experiencias de nuestros asociados. Nos comprometemos a no discriminar por motivos de discapacidad, condici&oacute;n de veterano u otras caracter&iacute;sticas protegidas por la legislaci&oacute;n vigente.
Marriott Hotels se esfuerza por mejorar el arte de la hospitalidad, innovando siempre que puede mientras mantiene el confort de lo familiar en todo el mundo. Como anfitri&oacute;n de Marriott Hotels, nos ayudar&aacute;s a mantener la promesa de &ldquo;Una experiencia hotelera maravillosa, siempre&rdquo; con un servicio cuidado y sincero, que se adelanta a las necesidades de los hu&eacute;spedes, para as&iacute; mejorar este legado vivo. Con un nombre que es sin&oacute;nimo de hospitalidad en todo el mundo, nos enorgullece invitarte a consultar las oportunidades de empleo de Marriott Hotels. Al unirte a Marriott Hotels, te unes a una cartera de marcas con Marriott International. Estar&aacute;s donde puedes llevar a cabo tu mejor trabajo, comenzar&aacute;s a cumplir tu prop&oacute;sito, formar&aacute;s parte de un incre&iacute;ble equipo mundial y te convertir&aacute;s en tu mejor versi&oacute;n. 
<div>
 
JW Marriott forma parte de la cartera de lujo de Marriott International y se compone de m&aacute;s de 100 hermosos hoteles en ciudades destacadas y ubicaciones de resorts privilegiadas en todo el mundo. JW cree que los empleados son lo primero, porque, si t&uacute; eres feliz, los hu&eacute;spedes tambi&eacute;n lo ser&aacute;n. Los empleados de JW Marriott son confiados, innovadores, genuinos, intuitivos y llevan adelante el legado de la marca y del fundador de la empresa, J. Willard Marriott. Nuestros hoteles ofrecen una experiencia laboral inigualable, donde formar&aacute;s parte de una comunidad y disfrutar&aacute;s de verdadera camarader&iacute;a con un grupo de colegas muy variado. JW crea oportunidades de capacitaci&oacute;n, desarrollo, reconocimiento y, lo m&aacute;s importante, un lugar donde puedes seguir tu pasi&oacute;n en un ambiente de lujo enfocado en el bienestar hol&iacute;stico. El trato excepcional a los hu&eacute;spedes empieza con el modo en que cuidamos a nuestros empleados. Este es el The JW Treatment&trade;. Al unirte a JW Marriott, te unes a una cartera de marcas con Marriott International. Estar&aacute;s donde puedes llevar a cabo tu mejor trabajo, comenzar&aacute;s a cumplir tu prop&oacute;sito, formar&aacute;s parte de un incre&iacute;ble equipo mundial y te convertir&aacute;s en tu mejor versi&oacute;n.</div></div></div>

Millennium Plaza Downtow...

Professionally and warmly receive each Guest call, ensuring a friendly interaction.Foster effective communication with all relevant departments to ensure seamless service delivery.Address every query with politeness and courtesy, consistently exceeding Guest expectations.Greet Guests by name upon calling, adhering to the established standard.Keep abreast of the Hotel's services and local offerings, maintaining up-to-date knowledge.Cultivate awareness of Guest profiles through the Opera Guest profile system.Complete long-distance call vouchers and accurately record them on the traffic sheet.Manage the Guest wake-up call sheet, delivering calls promptly and meeting established standards.Ensure the smooth operation of the switchboard, facilitating fast and efficient internal and external call transfers.Take messages for Guests and Management in accordance with prescribed standards.Uphold environmental, health, and safety standards in alignment with organizational policies.Adhere to the company s environmental, health, and safety procedures and policies.

<div>Additional Information 
Job Number25172959 
Job CategoryRooms &amp; Guest Services Operations 
LocationLe M&eacute;ridien Cairo Airport, Cairo International Airport, Cairo, Egypt, Egypt 
ScheduleFull Time 
Located Remotely?N 
Position Type Non-Management<div><div> 
POSITION SUMMARY 
Our jobs aren&rsquo;t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience. 
No matter what position you are in, there are a few things that are critical to success &ndash; creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts &ndash; to get it right for our guests and our business each and every time. 
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None 
</div><div></div>At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
At Le M&eacute;ridien, we are inspired by the era of glamorous travel, celebrating each culture through the distinctly European spirit of savouring the good life. Our guests are curious and creative, cosmopolitan culture seekers that appreciate moments of connection and slowing down to savour the destination. We provide authentic, chic and memorable service along with experiences that inspire guests to savour the good life. We&rsquo;re looking for curious and creative people to join our team. If you appreciate connecting with like-minded guests and have a deep desire to create memorable experiences, we invite you to explore career opportunities with Le M&eacute;ridien. In joining Le M&eacute;ridien, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.</div></div>

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