Telephone Operator

Company: The First Group Hospitality –

WebSite: Dubai, United Arab Emirates

Job Description:The First Collection Marina, situated in Dubai Marina, offers 493 elegantly appointed rooms and suites, many with captivating maritime vistas. Guests can enjoy access to a rooftop swimming pool, on-site spa facilities, and a 24-hour fitness center. The hotel provides distinctive culinary experiences, superior service, and contemporary amenities. The property is conveniently located near Dubai Marina’s waterfront promenade and The Walk at JBR, with convenient access to surrounding attractions via a dedicated shuttle service. Furthermore, guests benefit from exclusive access to Soluna Restaurants and Beach Club on the Palm Jumeirah.

As part of The First Collection portfolio, an award-winning brand committed to authentic, value-driven experiences, The First Collection Marina provides meticulously designed accommodations emphasizing comfort and convenience. Each hotel within the collection possesses a unique character, offering immersive experiences that foster genuine connections beyond conventional stays.

The First Group Hospitality, a leading hospitality management company, spearheads an era of excellence with a rapidly expanding portfolio of award-winning upscale hotels, signature restaurants, and distinctive leisure destinations, committed to creating memorable experiences at every interaction.

Our team of seasoned professionals brings extensive experience from renowned hotel brands, combined with in-depth knowledge of the Dubai and GCC markets. We offer customized solutions to maximize efficiency, drive revenue growth, and enhance guest satisfaction through a comprehensive infrastructure spanning key areas of hotel management.

The First Group Hospitality is dedicated to fostering long-term partnerships with its clients. By leveraging global insights, regional expertise, and a robust operational foundation, we ensure that all aspects of a hotel are managed with precision and care. Our objective is to optimize performance, improve profitability, and deliver sustainable growth for each property.

**Responsibilities include:**

* Adherence to brand standards, policies, and procedures at all times.
* Comprehensive knowledge of all hotel features/services, hours of operation, food concepts, menu pricing, dress code, ambiance, room types, amenities, rates, packages, and promotions.
* Maintaining cleanliness within designated areas.
* Organizing and fulfilling special needs, personal preferences, and amenity distribution according to departmental standards.
* Answering and directing all incoming telephone calls in accordance with telephone etiquette standards.
* Taking in-room dining orders and entering them into the MICROS system, while communicating special instructions to kitchen staff.
* Addressing guest complaints and implementing appropriate resolutions.
* Accepting and relaying guest messages via manual, written, or voicemail systems.
* Maintaining and updating the Opera telephone directory.
* Completing administrative tasks as assigned by the line manager.
* Handling wake-up call requests and ensuring timely delivery.
* Greeting guests with a courteous and pleasant demeanor during interactions.
* Responding to emergency situations calmly and effectively, following established hotel guidelines.
* Actively participating in the distribution of incoming and outgoing faxes and messages.
* Understanding and adhering to all Standard Operating Procedures (SOPs) for fire evacuation and emergency situations.
* Successfully completing training and certification processes.
* Developing and maintaining positive and productive working relationships with colleagues and other departments.
* Ensuring all guests are checked in and out via the DTCM e-service portal and CID systems, adhering to all applicable regulations.
* Ensuring all service requests and incidents are logged into FCS/e-connect software promptly.
* Completing any other tasks assigned by supervisors or management.

**Qualifications:**

* Minimum of one year of experience in a reception or telephone operator role within a 4-star property with 250+ rooms.
* Proficiency in front office computer systems.
* Excellent communication skills, including fluency in written and spoken English.
* Demonstrated teamwork skills, planning abilities, organizational skills, and problem-solving skills.
* Flexibility to work rotating shifts and adaptable working hours.
* Pleasant personality and well-groomed appearance.

Skills: