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Contract TypeContract TypeFull-time
Workplace typeWorkplace typeOn-site
LocationLocationRiyadh

About the Role

W Hotels in Riyadh, Saudi Arabia, is seeking a dedicated Telephone Operator to join their Rooms & Guest Services Operations team. This full-time, non-management position is suitable for individuals with 0-1 years of experience looking to start a career in the hospitality industry. As a Telephone Operator, you will serve as the primary point of contact for guests, ensuring their communication needs are met efficiently and professionally to contribute to an exceptional guest experience.

The role involves managing all incoming and outgoing calls, handling guest requests, and providing essential information and support. You will play a crucial part in maintaining the smooth operation of hotel communications and upholding W Hotels' commitment to providing unparalleled service.

Key Responsibilities

  • Answer, record, log, and process all guest calls, requests, questions, or concerns with professionalism and efficiency.
  • Operate the telephone switchboard station to manage all incoming and outgoing communications.
  • Process guest requests, including wake-up calls, screening calls, implementing do not disturb settings, call forwarding, setting up conference calls, handling TDD relay calls, and managing non-registered guest calls.
  • Advise guests of any messages received promptly and accurately.
  • Monitor busy or unanswered lines, check back with callers on hold to provide status updates, and offer to take messages when necessary.
  • Receive, record, and relay messages accurately, completely, and legibly to the appropriate parties.
  • Activate and deactivate guest room message lights as required.
  • Instruct guests on how to access the internet and transfer guests experiencing technical difficulties to the internet provider's customer support line.
  • Test communications equipment regularly to ensure it is functioning correctly.
  • Respond to special requests from guests with unique needs, ensuring their satisfaction.
  • Contact the appropriate individual or department as necessary to resolve guest calls, requests, or problems.
  • Follow up with guests to ensure their requests or problems have been met to their satisfaction.
  • Dispatch bell staff or valet staff as needed to assist guests.
  • Adhere to all company policies and procedures, reporting any accidents, injuries, or unsafe work conditions to management.
  • Ensure uniform and personal appearance are clean and professional at all times.
  • Maintain the confidentiality of proprietary information and protect company assets.
  • Welcome and acknowledge all guests according to company standards, anticipating and addressing their service needs.
  • Assist individuals with disabilities, ensuring they receive appropriate support and attention.
  • Thank guests with genuine appreciation for their patronage.
  • Speak with others using clear and professional language and answer telephones using appropriate etiquette.
  • Develop and maintain positive working relationships with colleagues and support the team to reach common goals.
  • Comply with quality assurance expectations and standards.
  • Perform other reasonable job duties as requested by Supervisors.

Qualifications and Requirements

  • High school diploma or *** equivalent is preferred.
  • No related work experience is required.
  • No supervisory experience is required.
  • No specific licenses or certifications are required for this role.

Required Skills

  • Proficiency in Telephone Operations.
  • Strong Guest Service and communication abilities.
  • Effective Problem-Solving skills.
  • Capability in providing excellent Customer Support.

Work Environment and Location

This is a full-time, non-management position located at Area 1 Al Aqeeq Street, Financial District, Riyadh, Saudi Arabia, 13519. The role requires the ability to stand, sit, or walk for extended periods. Employees must be able to enter and locate information using computers and/or POS systems. Additionally, the ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance is necessary.

Requirements

  • No experience required

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