Telephone Operator at InterContinental Dubai Marina Hotel & Residences
- United Arab Emirates
- Permanent
- Full-time
- Be the primary point of contact for all guest inquiries, requests and greviences via phone, handling each call with charm, professionalism, and efficiency.
- Accurately log guest requests and incidents in the hotels QEMS rapid response system, and dispatch them to the appropriate departments.
- Ensure timely follow-up on all service requests, keeping guests informed and satisfied at every step.
- Handle wake-up calls, voicemail, messages, and emails for guests, maintaining privacy and clarity in communication.
- Support in-room dining, laundry, housekeeping, and engineering requests by coordinating with internal departments.
- Maintain complete knowledge of hotel operations, group arrivals, events, dining outlets, and promotions to assist guests with accurate and timely information.
- Update whiteboards, internal logs, and communication boards with real-time information relevant to operations and guest services.
- Demonstrate high attention to detail when assisting with remote check-in/check-out services via Opera, ensuring accuracy and personalized service.
- Monitor and manage guest complaints or concerns, taking prompt action and following up to ensure full resolution and satisfaction.
- A minimum of 1 to 2 years in a similar role. Experience in guest services is a plus!
- Strong interpersonal skills and excellent command of English, both written and spoken. Knowledge of additional languages is an advantage.
- Comfortable with rotating shifts and flexible hours. You are a team player who adapts well to different situations.
- Impeccable grooming and a presentable appearance are essential.
- Excellent communication skills, whether interacting face-to-face, on the phone, or through written correspondence.