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Telephone Operator

Sheraton Hotels & Resorts

Posted on July 6, 2018

1 - 2 years Dubai - United Arab Emirates

Any Nationality

Opening 01

Job Description

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POSITION PURPOSE
• To develop a thorough knowledge of the Front Office department s operation and to work close with the other departments of the Hotel.
• Keep telephone operator equipment (switchboards, faxes, photocopier, etc.) in excellent functional condition at all times.
• Monitor, Control and ensure consistent proper communication of emergency situations to the hotel department heads.
• Handling all normal duties related to the telephone department and SG program in line with Sheraton Brand Standards.
ESSENTIAL FUNCTIONS
• Ensure that services provided are in harmony with our Sheraton core values.
• Ensure that our guests receive an on brand personalized experience over the phone.
• 100% daily usage of the Master Arrival Report to deliver GPS initiative successfully to our guests.
• Ensure smooth and clear communication between Operator and the rest of the hotel.
• Maintain and share monthly updated extensions list.
• Ensure compliance with PCI policies.
• Ensure that guests requests are fulfilled and closed in SG within 15 minutes as average response time.
• Ensure guests defects are closed in SG within 15 minutes from the time the complaint was received while ensuring that guests are appropriately compensated and guests are satisfied.
• Use SG to update guests profiles with requests, defects, preferences and any other comments/information acquired during stay
• Be aware of the hotel Fire and Emergency procedures.
• Ensure desk is at all times equipped with functional equipment and stocked with enough stationary and collateral, forms and order them in a timely manner.
• Trouble Shoot and/or assist guests with internet issues.
• To have a very strong knowledge about hotel features, facilities, services and daily happenings .
• To maintain the operator area clean and tidy.
• To keep his/her equipment in a good condition.
• To answer all incoming calls within 3 rings using Sheraton Brand Standards script.
• To handle calls transfers according to the Sheraton Brand Standards.
• To maintain an accurate wakeup call sheet and To handle wake up calls with efficiency and according to the Sheraton Brand Standards
• To handle incoming and outgoing faxes according to the Sheraton Brand Standards.
• To ensure PCI compliance
• Assist the hotel revenue by selling the hotel rooms and outlets by taking the overflow calls and/or replace rooms and F&B reservation associates whenever not available.
• Have sufficient information about local surrounding areas to able to provide guests with choices and/or alternatives when requesting for assistance.
• Build positive, effective and on brand relationships with internal and external customers.
• Actively participate in the hotel sustainability, community and OI activities.
• Ensure proper grooming of his/her associates at all times as per hotel guidelines.
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
• Computer Skills
• Opera knowledge
• Team work spirit
• Excellent command of English
• Additional language is highly required
• Excellent communication and follow up skills
• Prompt and caring with guest services experience
• Honesty, integrity and ownership skills
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.


Hotels / Hospitality

Equipment Operations - Machine / Crane / Forklift

Keywords

Front office Telephone Operator Troubleshooting Reservation Management Manager Technology Compliance Monitoring Trade Usage

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Sheraton Hotels & Resorts

Founded by J. Willard and Alice Marriott in 1927, Marriott International, Inc. is a leading global lodging company headquartered in Washington, DC in Bethesda, Maryland. It has over 6,000 properties in nearly 122 countries- Middle East & Africa (245 properties, 29 countries), Europe (512 properti es, 37 countries), United States & Canada ( 4,526 properties, 2 countries), Caribbean & Latin America (225 properties, 33 countries), and Asia-Pacific (572 properties, 21 countries). Marriott International, a FORTUNE 500 Company, started its operations in the Middle East in 1980 with Riyadh Marriott Hotel in Saudi Arabia.





Marriott’s portfolio of brands includes JW Marriott and Marriott Hotels, the flagship brand of Marriott with over 500 international locations, along with the other 30 brands. The ever-evolving and award-winning brands of the organization continue to bring in customer satisfaction by offering exceptional amenities and attentive guest care that sets the industry standards. Known as one of the ‘best employers’, Marriott maintains a work culture that puts its people first. The organization offers excellent benefits and career paths that help its employees to grow professionally and personally. Marriott International promotes innovation, diversity, teamwork and a thriving culture. Marriott International’s merger with Starwood Hotels & Resorts has strengthened its position as the best travel company in the world.



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