Telephone Operator (Special Needs - Saudi's Only)

Job description

PRIMARY OBJECTIVE OF POSITION

To increase customer satisfaction by providing prompt, correct, trouble free and
courteous communications support for hotel guests and hotel employees by operating
hotel communications systems in line with the hotel’s guidelines, and Radisson SAS
corporate guidelines and service concepts.

TASKS, DUTIES AND RESPONSIBILITIES

PROVIDE PROMPT, CORRECT COMMUNICATIONS SUPPORT
• Provides courteous service to customers by operating the switchboard according to
standards
• Communicates clearly and courteously
• Demonstrates fluency in the use of equipment
• Transfers incoming calls promptly to the appropriate extension
• Assists customers make long distance calls by instructing them on the appropriate
procedures and/or placing calls for them
• Responds to customer questions regarding the hotel, in-house facilities and local
events
• Provides courteous, prompt and accurate inter-hotel communications to staff and
customers
• Takes and delivers accurate and complete messages
• Insures customer is awakened as requested by accepting, recording and executing
wake-up calls
• Communicates with authorised employees by using paging system and/or radio
• Follows established hotel security and safety policies as required
• Identifies and forwards incoming faxes, customer mail, packages and messages
promptly
• Prepares lists and reports as requested
• Checks the daily arrival list


KNOWLEDGE OF FRONT OFFICE TECHNOLOGY

• Is fully conversant with the hotel reservation system
• Is able to operate switchboard, telefax, key equipment, credit card machines and
printers, hotel alarm systems, and other Front Office equipment

SECURITY, HEALTH AND SAFETY

• Ensures that own cash is secure at all times
• Ensures all discrepancies in own cash are declared to the Service Manager and
Controller
• Ensures that guest details are not disclosed
• Maintains high confidentiality in regards to guest privacy
• Reports any suspicious behaviour of guests and staff to the Service Manager, and
Security
• Notifies Service Manager and Executive Housekeeper regarding lost and found
objects
• Ensures that all potential and real hazards are reported appropriately immediately
• Fully understands the hotel’s fire, emergency, and bomb procedures
• Follows emergency procedures to provide for the security and safety of guests and
employees
• Works in a safe manner that does not harm or injure self or others
• Supports a safe hotel by applying hotel regulations, and adhering to existing laws
and regulations
• Anticipates possible and probable hazards and conditions and notifies the Service
Manager
• Maintains the highest standards of personal hygiene, dress, uniform, appearance,
body language and conduct

MISCELLANEOUS

• Stays current with developments in the hotel by reviewing the communication log
book each shift; updates log book for next shift
• Keeps logbook for the telephone function, and updates log book for next shift
• Is aware of current room availability
• Is fully aware of Radisson SAS service concepts
• Is fully aware of current hotel promotions
• Knows the names of key people within Radisson SAS and SAS
• Communicates effectively with customers, colleagues, and supervisors
• Demonstrates teamwork by co-operating and assisting Front Office as needed
• Uses the ABC approach to respond to negative comments and complaints; and
transfers complaints to the appropriate manager
• Attends meetings and training required by the Service Manager
• Accepts flexible work schedule necessary for uninterrupted service to hotel guests
Telephone Operator 3
• Maintains own working area, and materials clean, tidy and in good shape; reports
defective materials and equipment to the Service Manager
• Continuously seeks to endeavour professionalism in own job function
• Knows:
- Hotel fire, bomb and emergency procedures
- Hotel health and safety policies and procedures
- Hotel facilities and nearby sights of interest and importance (i.e. hospitals,
stations, tourist sights)
- Hotel and corporate marketing and promotional programs
- Corporate clients and clients generating high business volume
- Union agreements