Reception/Telephone Operator(Arabic Speaker)

1. POSITION PURPOSE

Speaks clearly distinctly and with a friendly courteous tone. Uses listening skills to put callers at ease and obtains accurate complete information. Answers incoming calls and directs them to guest rooms through the telephone console or to hotel personnel or departments.

Takes and distributes messages for guests provides information on guest services and answers inquiries about public hotel events. Provides a paging service for hotel guests and employees. Process guest wake-up calls.

2. SAFETY AND SECURITY

1. Report work related accidents or other injuries immediately upon occurrence to manager/supervisor.
2. Follow company and department safety and security policies and procedures to ensure a clean safe and secure environment
3. Maintain awareness of undesirable persons on property premises.
4. Follow property specific procedures for handling emergencies (e.g. evacuations medical emergencies natural disasters)
5. Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

3.DUTIES AND RESPONSIBILITIES:

• Answers incoming calls.
• Directs call to guest rooms staff or departments through the switchboard or PBX system.
• Places outgoing calls.
• Receives messages and deliver the same in timely and efficient manner.
• Logs all service requests defects incidents in GXP
• Provides information about hotel services to guests.
• Understand the telephone operator board or PBX switchboard operations.
• Knows what action to take when an emergency call is required.
• Monitors automated systems including CCTV when engineering and maintenance department is closed.
• Ensure room service orders are taken efficiently and accurately to be delivered as requested on time.
• Assists in reporting telephone equipment or service complaints and problems.
• Trains or assists with training new telephone operators in performance of job duties.
• To be fully aware of and adhere of health and safety fire and bomb threat procedures.
• Multitasking abilities will always come in handy because a switchboard operator may be asked to do other jobs as well.
• Must be polite and courteous while answering the phone.
• Keep records of calls placed and received by all departments and recording the call charges.
• Update all necessary information on the PMS /Opera.
• Upload all registered guests in house in CID (Criminal Investigation Department) system.

4. MINIMUM KNOWLEDGE/EXPERIENCE/TRAINING/QUALIFICATIONS

Qualifications: High school diploma or higher

Specialized Knowledge: Hotel Property Management System (Opera)/ Starguest and MS
Office

Experience: At least 2 years working experience in a position
relevant to the Front Office procedures from 5* hotels
and resorts. Experience in working in remote locations is
a strong asset.

Individual Experience: The candidates should have one or more of the following
abilities/experiences/traits.
1. Fluency in English plus one additional language.
2. Energetic and takes initiative. Is pro-active and persistent in

Pursuing and completing tasks. Strives to exceed expectations and goals.

5. CRITICAL COMPETENCIES

1. Customer Service Orientation: The jobholder is responsible for carrying out the supervision of guest and delivery of the full range of guest services. The job will require a person who is sensitive and aware of the customer needs and who has the natural ability to respond to this in an enthusiastic open and professional manner.
2. Team Orientation: The job will need the co-ordination of services from many different departments and persons. In providing the guests with the best possible services from these departments the titleholder must ensure co-operation and support from the service providers. They should therefore be aware of the Limitations and capabilities of fellow staff and be willing to participate with other to achieve results.
3. Communication Skills: The ability to listen interpret and manage the response to guests is of primary Importance in meeting the guests expectations and enhancing their appreciation of the resort. Equally this applies to the providing of clear and accurate information to the other departments of the resort ensuring the required results achieve the standards necessary.
4. Planning and Organization: The jobholder is responsible for providing their allocated guests with accurate and timely documentation. A well-planned and structured approach to the procedures and systems will be great value to the organization and to the trust and comfort of the guests.

Diplomacy: The jobholder in dealing with the diversity of guests and the many internal departments will require sensitivity and the ability to produce clear results from these interactions. Sincere and enthusiastic response to situations people and departments will be requirement for producing the desired results.