Telephone Operator

About the role

Sheraton in Dubai is looking for a Telephone Operator to handle guest calls, requests and concerns. The role covers answering calls, operating the switchboard, processing guest requests and following up until guests are satisfied.

Key responsibilities

• Answer, record, log and process all guest calls, requests, questions or concerns, and operate the telephone switchboard.
• Handle requests such as wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls and non-registered guest calls.
• Advise guests of messages received, receive, record and relay messages accurately, and activate or deactivate room message lights.
• Instruct guests on how to access the internet and transfer guests with problems to the provider's support line.
• Test communications equipment, respond to special requests from guests with unique needs, and contact the right person or department to resolve issues.
• Follow up with guests to make sure their requests or problems are resolved to their satisfaction, and dispatch bell staff or valet staff as needed.
• Welcome guests according to company standards, assist individuals with disabilities, and comply with quality assurance standards.
• Follow company policies, report accidents and unsafe conditions, keep proprietary information confidential, and enter information using computers and/or POS systems.

Required profile

• High school diploma or G.E.D. equivalent.
• No related work experience or supervisory experience required.
• Ability to stand, sit or walk for long periods and to lift objects of up to 10 pounds.