Telephone Operator

Role Summary

This position is responsible for managing all incoming telephone communications to the hotel with friendliness and care, adhering to the high standards set by Kempinski and LQA.

Key Responsibilities

• Attend all incoming calls promptly and connect callers to the correct extensions while maintaining courteous and efficient communication.
• Accurately record guest messages and ensure timely delivery.
• Manage guest requests for Do Not Disturb (DND) and confidential service statuses.
• Handle personal and group wakeup call requests according to LQA standards.
• Respond to guest inquiries and requests in a friendly manner, resolving issues or escalating to appropriate departments as necessary.
• Serve as the hotel's communication center in emergencies, managing all pertinent communications.
• Maintain detailed logs of all Domestic Direct Dial (DDD) and International Direct Dial (IDD) calls and coordinate with Front Office to ensure proper billing.
• Monitor television channels and background music in outlets and public areas, ensuring they operate smoothly.
• Stay updated on telephone directories, staff changes, emergency procedures, promotions, and overall hotel information.
• Ensure work area is always kept tidy and organized.

Qualifications and Skills

• Basic understanding of front desk operations within a hotel environment.
• Experience working in luxury hotel settings.
• Strong communication skills.
• Familiarity with hotel operations and computer systems.
• Proficiency in Microsoft Office applications including Word, Excel, and PowerPoint.
• Knowledge of Opera property management software.
• Basic experience with Micros systems is advantageous.

About Kempinski Hotels

Established in 1897, Kempinski Hotels have combined the finest European service traditions with culturally sensitive hospitality to create memorable guest experiences across the globe. The Kempinski Hotel Mall of the Emirates, located in the heart of Dubai, uniquely blends Alpine-inspired luxury with various shopping, entertainment, and dining options. It features lavish accommodations including spacious ski chalets overlooking Ski Dubai, offering guests a distinctive city retreat.