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Instant Service Agent (Telephone Operator)

Hotel Brand: voco
Location: United Arab Emirates, AE-DU, Dubai

Hotel: voco™ - Dubai (DXBSZ)

Job number: EMEAA27290

About Us

At voco™, we’ve created a new hotel brand that gives people a different choice. Hotels to count on but different enough to be fun. Unstuffy hotels, where people feel comfortable to relax, and just get on with relaxing. Our new family of hotels are connected by their own sense of style and individual character – and that’s something we make the most of. Finding the perfect mix of reliability and new experiences. Because we believe that when you respect individuality life gets interesting. At the heart of every great stay is a great host. We think the trick to hosting is to take the time to understand what your guests need, and want. So before they arrive, we find out more about them and how we can make their stay better. Whilst they are with us we give tempting recommendations of our favourite drinks or food, or tips for local experiences that they won’t find in any guide book

Your day to day

• Ensure that all services provided at Telephone Section are always available and are carried out efficiently. • Responsibly use all available systems including PMS (Property Management System), telephone system, Hotel Service Optimization System (HotSOS), fax, etc. • Maintain the upkeep of all telephone and related equipment within the switchboard to ensure maximum efficiency. • Maintain information confidentiality. • Promptly answer telephone calls, addressing callers in a clear, friendly and courteous tone of voice. • Listen carefully to callers to obtain complete information to process calls quickly and accurately. • Seated in a confined area for extended periods of time. Must possess the ability to communicate/write proficiently and possess good communication skills. • Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages to/from the computer. Ensure that messages taken are forwarded to and received by guests. • Act as dispatcher through HotSOS for security, guest services and colleagues in operations. Provide time and information in response to emergencies and guest requests such as plumbing problems, housekeeping requests, etc. Verify with guests, after a reasonable pre-set time, whether the request has been delivered. Follow-ups to be endorsed to proper channels. • Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information. Deliver wake-up calls at the requested time. • Provide information to callers about hotel guestrooms and facilities, operating hours, activities such as: F&B promotions, Reservations, meetings rooms, etc. • Immediately answer and handle emergency calls. Listen carefully to details to identify nature of problem and respond appropriately in accordance with established procedures. Initiate emergency response as necessary and legibly document pertinent details. • Remain calm and polite during emergency situations and/or heavy hotel activity. • Resolve complications and complaints such as missed wake-up calls or missed messages, using previous experience and good judgment. • Perform other duties as may be required such as, among others, inputting/updating information in the CID-HIS system. • Take endorsement from previous shift and follow up on any outstanding matters. Be aware of all fire prevention and safety regulations

What we need from you

At voco Dubai, we look for hosts who are reliably different and contribute in the success of bringing our brand to life! The ideal candidate must 1 to 2 years of progressive work-related experience in the same role in a 4* or 5* city hotel in Dubai and should be familiar with opera. She/he should have Knowledge of centralized telephone systems. Skills in the operation of telephone equipment. Skills in dealing diplomatically with the guest under stressful conditions. Knowledge of personal computers and methods of updating database and ability to work under pressure of deadlines and ever-shifting priorities in a fast-paced environment. Also must be a team player, have strong interpersonal skills, and work well independently as well as part of a team, flexible attitude and ability to adapt to changing priorities and business needs and can speak Arabic

What we offer

We’ll reward all your hard work with a great salary and benefits – in addition to career development, employee room discounts and great work culture. Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve -visit www. to find out more about us. Reliably Different - Welcome to voco™ Hotels, IHG’s new upscale brand. We call our Hotels voco™ – It means ‘to invite’ and ‘call together’ originating from Latin and representing our thoughtful, unstuffy and charming nature. Guests tell us that voco™ is fun without being vanilla, trendy without being alienating and premium, without being stuffy. This unique and playful attitude, combined with a consistent level of quality, sits at the heart of our brand here at voco™ Dubai Whatever we’re up to, at every instance, there are brand values and service behaviours that guide us... Brand values: Always dependable, Respect individuality & Be distinctive. Service values: Count on us to; Be natural & Make every stay special. Drawing on IHG’s years of experience in delivering True Hospitality, voco™ Hotels gives people a different choice. Hotels that are reliable enough to depend on, but different enough to be fun. Our new family of hotels is connected by their individual characters that make memorable travel dependable with unstuffy hotels, where people feel comfortable to relax, and just get on with relaxing. The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. The world's first voco™ hotel opened in November 2018 in Gold Coast, Australia and the first voco™ Hotel across IMEA is voco™ Dubai. voco™ Dubai is a location like no other with a premium ambience in the heart of Dubai and laid back yet attentive service from the friendly hosts. It’s location on the vibrant Shiekh Zayed Road is also connecting it to many day time and no delights of the city, moments from shopping, dining and entertainment experiences
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