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Telephone Operator – Front Office

Company Name: Zabeel House by Jumeirah the Greens
Employment Type:Full Time
Location: Dubai
Experience: 2-5 years
Degree: Bachelor
Nationality: Any
No. Of Vacancies:1
Job Description:
About Jumeirah and the Hotel:
At Jumeirah, we are committed to encouraging and developing our colleagues, in a world-class environment. We value diversity and equal opportunity, employing over 14,000 colleagues from over 140 different countries including locations in Asia Pacific, CIS, Central Asia, Western and Eastern Europe, Africa and the Middle East.
Our lifestyle brand, Zabeel House takes inspiration from our roots – Dubai. Much like the city where it was created, we too like to push the boundaries to create innovative hotel stays. We are curators of ‘what is good’, and build experiences that people want to share. The Zabeel House has five key brand values.
Limitless curiosity is our commitment to engage the guest in the local neighbourhood through sharing our knowledge of the area with guests to inspire them to explore. Inventiveness is our commitment to engage with guests with open minds, with ingenuity, with fresh creativity always thinking outside the box. Honesty reflects our commitment to always be genuine towards our guests; to have conversations, not interactions. Freedom relates to Zabeel House design and ambiance – we created a brand that is high on design but low on complexity and our design-led spaces are crafted to allow our guests to have the freedom to be who they want to be and stay how they want to stay. Finally, Belonging reflects how we want our guests to feel – guests who want to live like a local even if just for a day.
Our property, Zabeel House by Jumeirah, The Greens, offers its guests 210 rooms and suites, a co-work space with meeting rooms, a modern gym, rooftop pool and a number of happening restaurant outlets including a multi award winning vibrant Pan-Asian restaurant.

About the Role:
An opportunity has arisen for a Telephone Operator (Guest Relations Executive) to join our Front Office Department in Zabeel House by Jumeirah The Greens. The main purpose of the role is to answer calls as the first priority, internal and external in a speedy, courteous warm and friendly tone of voice. Handle all calls, requests, complaints and inquiries efficiently and professionally.
The main duties and responsibilities of this role:
Give a warm welcome to guests at all times during the transaction on the phone. Answer all calls according to the set standard in the department training manual.
Assist with internal as well as external request and pass it on to the concerned department / room number 
Ensure that all requests are handled in a timely manner and to follow up     with  guests for satisfaction in a service provided.
Records all Wake Up Calls (WUC) on the master sheet as requested by the guests and makes sure that such requests are offered timely.
At all times sounds pleased to handle the call and take care to speak distinctly with a pleasant tone of voice
Reads the logbook to get all the information needed and take verbal handover from the preceding Operators on duty
Ensure that all requests are handled in a timely manner and to follow up with  the guest ensuring satisfaction in service provided
Escalate any expression of the guest satisfaction to the senior colleague on duty immediately
Assist in generating revenue by using the techniques of up-selling and suggestive selling.
Keep up-to-date with promotions and be confident with product knowledge of the hotels and all its facilities and services.
Act as a sales person of all Jumeirah International properties and products.
Proactively provide feedback & suggestions to the Front Office Manager to improve processes and guest satisfaction.
To perform any related duties and special projects as requested by the Front Desk Manager and management. 

About You:
The ideal candidate for this position will have the following experience and qualifications:
High school diploma or higher education is preferred
Good interpersonal and communication skills, fluent in English.
Additional Language would be of advantage: Arabic, Russian, Mandarin or European language.
Able to work in a customer service driven environment.
Experience with different computer software Microsoft Office packages.
Knowledge of Opera software is preferred.
Telephone handling training or cross training in telephones is desirable.
Experience working in a multi-cultural environment and teamwork spirit is also desirable
Able to communicate effectively and to respond well (switched on) to questions and requests.
Well groomed/presented.
Outgoing and friendly personality, enthusiastic and eager.
Should be able to quickly learn and adapt to a new work environment.

About the Benefits:
This position offers a highly competitive salary and package which include; accommodation, flight allowance, medical coverage, life and accident insurance, uniform, laundry services, meals during working hours, retail and leisure discounts, 50% discount off Jumeirah F&B Outlets and reduced hotel rates.