Telephone Operator

7 days ago

Nairobi, Nairobi Area, Kenya MGallery Hotel Collection Full time $20,000 - $40,000 per year

Company Description
Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist, and let your heart guide you in this world where life beats faster.

Job Description
This position serves as the main point of contact for hotel guest, potential clients, business partners, third-parties and internal clients through phone calls. Operator ensures a lasting positive impression of the hotel through courteous, effective and professional handling of all phone calls. This role is crucial in maintaining our reputation for exceptional service and creating memorable experiences for our visitors.

Ensuring Exceptional Customer Experience

  • A vast knowledge of hotel services, facilities, local areas and attractions.
  • Anticipate guest needs and exceed guest expectations.
  • Recognize and appreciate repeat guests and elite members.
  • Provide services which are prompt, professional and discreet.

Core Work Activities

  • The Telephone operator is responsible and accountable for all operations in relation to the Switchboard and guest message delivery whilst on duty.
  • Answer phone calls in accordance to the standards. Transfer calls if necessary
  • All duties and tasks performed are to be procedurally correct, timely and consistent.
  • Able to work under time constraints and delegate task swiftly.
  • To ensure that all guest enquiries and requests are attended to in a helpful, professional yet warm and friendly manner.
  • To ensure on a daily basis that you are fully aware of all arrivals to the Hotel, and in particular, VIP's and return guests, and that you are aware of any special requests for appropriated action.
  • To ensure that you are completely aware of the complete range of services and facilities that the hotel provides to its guests and visitors.
  • To ensure you have a complete and thorough knowledge of the outlets of the hotel, their operating hours and the scope of services that they provide.
  • To ensure that all telephone calls are attended to in a helpful and professional, yet warm and friendly manner. The Switchboard is not left unattended at any time whilst on duty.
  • Responsible for the prompt and correct input of all guest messages into the system.
  • To identify any faults that occur in the switchboard at any time whilst you are on duty and report accordingly.
  • Responsible for providing a personal, efficient, friendly and warm wakeup call service for our guests as required.
  • Confidentiality is adhered to with no exceptions.
  • Note wake-up call request and deliver them as per standard.
  • Promote hotel loyalty program. Hence, able to explain all information pertinent to the membership program confidently.
  • Respects the privacy and security of hotel guest.
  • Able to perform reservation, concierge, guest relations and porter duties.
  • To be completely aware of the Fire and Emergency procedures of the hotel and your functions during such situations.
  • Be available during emergency situation to provide any appropriate direction.
  • To ensure that all guests and callers are provided with concise information concerning the services and facilities provided by the hotel.
  • Drive loyalty program enrollment.
  • Understand the hotel policies and able to confidently relay the information.
  • Well versed in the property management system and other hotel systems to ensure effective running of the hotel operation
  • Adhere to all operating standard procedures, hotel policies and brand standards.

Additional Information

Your Team And Working Environment
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture

Note: Customization may be included for any specific local or legislative requirements, such as work permits

Our Commitment To Diversity & Inclusion
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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