Requirements
Previous experience as a Telephone Operator is required. Candidates must possess outstanding guest service and sophisticated verbal communication skills, be computer literate in Microsoft Windows applications, and have strong interpersonal and problem-solving abilities. The role demands high organization, responsibility, reliability, and the ability to work well under pressure in a fast-paced environment, focusing attention on guest needs while remaining calm and courteous. Fluency in English is essential, with a secondary language preferred. Ability to handle multiple tasks and guest requests is also necessary.
Description
Job description / Role
Job Type
Full Time
Job Location
Fujairah, UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
Administration & Secretarial
Company Industry
Travel, Hotel & Tourism
Company description
Fairmont Hotels & Resorts
Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.
About Fairmont Fujairah Beach Resort
Nestled among the hidden valleys of the majestic Al Hajar Mountains, our unique beach resort lies along the coast of Dibba, the second-largest town in the emirate of Fujairah offering guests the holiday of a lifetime.
About the application process
At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.
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 caller’s request and ensure follow up according to the hotel’s 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 pre-set time, whether the request has been delivered. Follow-ups to be endorsed to proper channels.
Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information. Deliver wake-up 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, meeting rooms, etc.
Receive and log into the Table Management System the restaurant reservations requests with all information required.
Maintain communication with guests regarding lost & found items.
Create amenities in the system for efficient delivery and cross charging.
Have full knowledge of the hotel’s emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity.
Promote and lead a service-driven, results-driven work environment.
Follow department policies, procedures and service standards.
Follow all safety policies and promote a safe work environment.
Other duties as assigned.
Qualifications
Previous role as a Telephone Operator is a must.
Must possess outstanding guest service 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 and 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.
Embrace the Fairmont brand promise and luxury in your role and in all your interactions.
Foster an inclusive environment where every individual feels valued and respected.
About the Company
A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.
We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.
From luxury to economy and in every corner of the globe, AccorHotels' more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.
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