Telecommunication Agent

About the Company

Ennismore represents more than global leadership in hospitality; it welcomes diversity and offers opportunities that align with individual personalities and goals. The organization is dedicated to fostering growth and learning daily, ensuring fulfillment and purpose through work. Employees have the chance to explore boundless possibilities, craft their unique journey, and contribute to shaping hospitality's future.

Rixos Premium Dubai JBR is a luxury property delivering genuine Turkish hospitality with unparalleled service standards. It redefines luxury by providing an exceptional and memorable holiday experience, redefining modern leisure and hospitality.

Salary and Benefits

• Competitive remuneration
• Meals provided during duty, covering breakfast, lunch, dinner, midnight snacks, and coffee breaks
• Vacation tickets and associated benefits granted by the hotel
• Provided medical insurance coverage

Job Responsibilities

• Professionally and warmly respond to all guest telephone calls, ensuring exceptional service
• Effectively liaise with various hotel departments to guarantee smooth service and satisfy guests
• Respond promptly to guest inquiries, requests, and concerns, consistently surpassing expectations
• Personalize guest interactions by greeting them by name according to brand standards
• Maintain thorough knowledge of hotel amenities, promotional offers, and nearby attractions to support guests efficiently
• Use the Fidelio guest profile system to discern guest preferences and tailor services accordingly
• Accurately process and log long-distance call vouchers, adhering to hotel documentation protocols
• Manage wake-up call requests, delivering them timely and correctly according to standards
• Operate the hotel switchboard adeptly to ensure prompt, precise call routing internally and externally
• Precisely record and forward messages for guests, management, and colleagues following established procedures
• Answer all incoming and outgoing calls swiftly, connecting them to correct recipients or departments
• Stay aware of management’s availability and contact details to promote effective communication
• Monitor and keep records of long-distance calls, faxes, messages, and communication logs
• Coordinate internal communications during emergencies following hotel emergency protocols
• Remain updated with daily programs, hotel events, VIP arrivals, and operational changes
• Consistently maintain a polished appearance, complying with grooming and uniform policies
• Engage actively in training programs to continuously improve product and service knowledge
• Build collaborative and respectful relationships with colleagues across departments
• Stay informed on daily hotel operations and maintain current knowledge of facilities and services

Qualifications and Requirements

• Educational background: high school certificate or vocational diploma
• Minimum of two years’ experience in a luxury five-star hotel setting
• Proficiency in English for effective guest communication and understanding of technical terminology
• Additional language skills in Arabic, German, French, or Russian are advantageous
• Computer literacy including MS Office and front office systems such as Fidelio and Opera
• Strong understanding of guest profiles to deliver tailored services
• Ability to mentor and support less experienced team members on guest service excellence
• Proficient with hotel communication and switchboard systems and related technologies
• Sound technical knowledge of operational procedures and methods relevant to the role
• Capability to handle multiple operational tasks accurately and efficiently
• Independent worker with sound judgment to manage both routine and complex situations
• Excellent organizational, communication, and problem-solving abilities to succeed in a fast-paced environment
• Committed to exceptional guest service while following company policies and standards