Telephone Operator

Over the past two decades, The First Group has forged a reputation as one of the hospitality industry’s leading innovators, providing groundbreaking investment opportunities to clients and partners, while delivering exceptional, memorable experiences to hotel and leisure guests. Our corporate ethos and unique vision for the future of hospitality is encapsulated in our fast-growing portfolio of award-winning hotels and residences, exciting F&B outlets and lifestyle venues, and delivered through our array of complementary third-party hotel and asset management services.

Core to our vision for the future of hospitality is The First Collection, our award-winning hotel brand that reflects the rich culture, innovative spirit, and unparalleled refinement for which Dubai is famous for. The First Collection’s urban lifestyle resorts, situated in prime locations across Dubai, are renowned for their unique blend of world-class hospitality and modern flair, as well as their cutting-edge guest facilities and services, which include exclusive access to the stunning Soluna Restaurants and Beach Club, located on the world-famous Palm Jumeirah.

Every hotel in our fast-growing portfolio reflects our ambition to capture the essence of urban living, blending it seamlessly with the tranquillity of a serene getaway. The First Collection echoes the city’s heartbeat, ensuring all our guests are made to feel a part of the magnificent tapestry of Dubai, the world’s most exciting metropolis.

• Ensure 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.
• 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.

• At least 1+ years experience in a customer service role. 
• 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.