Telephone Operator
IHG Intercontinental Hotel
Total years of experience :4 years, 11 Months
- Responding all the incoming internal and outside calls with polite and professional manner
- Taking notes of the messages to deliver specific person or department
- Transfering calls to required department or person
- Assisting all the in house guest requests quick, efficient and professionally
- Taking Wake Up Call requests from in house guests and registering in Wake Up Call log book
- Waking Up requested guests Wake Up Calls on the requested time in the early morning or at night
- Taking Drop Off and Pick Up requests from the guests and informing to Concierge team to assist the guests or posting in QMS
Proactively selling, up-sell and cross selling all products and services within Jumeirah porfolio.
Maximising sales, as well assisting guests and future customers by offering the highest level of
customer service. Also have to achieve the given targets and maintain exceptional performance
at all times. Handling different kinds of requests from the guests and travel agencies via emails
and calls.
Providing guests an exceptional dining experience and ensuring that they are enjoying their meal and leaving the restaurant happy with our ultimate 7 star service. Dealing specially with Russian guests and
helping them in translation at the lobby lounge whenever needs Russian speaker. Captivated over hundred of repeat guests by providing high quality of customer service
Daily on duty:
Welcoming and seating customers with warm smile and open gesture
Presenting menu to patrons and taking food and drink orders according to operational standards
Offering daily specials and upselling drink orders by using selling techniques
Answering questions about menu items and making recommendations upon request
Explaining how various menu items are prepared, describing ingredients and cooking methods
Checking with customers to ensure that they are enjoying their meals
Handling guests complains and inquiries
Generating bills and handling money
Attending daily trainings and helping Team Leaders
Serving all the time by following the company SOP standards
Achievements:
During my probation period on December 2014, I have received the Certificate of Recognition letter from our Manager as “The most outstanding colleague of the restaurant and gained the highest positive points amongst the Department”. Along with certificate the comment “ Feruz is with us for now 5 month, in that time he adapted incredible quick and very well to our team. From the first minute onwards he worked hand in hand with his colleagues. You can always count him and he does his assigned job with high passion and extremely professional. We are very proud to have such a supportive colleague in our team.”
And next month on January 2015, have been nominated “Colleague of the Month, Star Award for January 2015”.
On February 2015, received another Certificate of Recognition letter from our Executive Assistant Manager-F&B.
Several time winner of the monthly competitions (Bingo, best seller of the week ) amongst the team like the most selling selected beverages such as cocktails, beers, wines and champagnes.
2014
Taking guest orders via phone, placing food and beverage orders through micros, coordinating
guest amenities and organizing guest table pickups on completion of meals in a timely manner.
Up-selling food and beverage by making well informed and eloquent suggestions
Daily on duty:
* Accurately taking guest orders by phone, ensuring that guest name, room number, time
of guest order and deliverytimings are clearlyregistered
* Following established phone courtesy standards and up-selling food and beverages
* Input guest orders in Micros and issuing guest check for each order.
* Making recommendations on all menu items and advising with food and wine pairings,
informing guest with approximate time frame for preparation, answering any other
questions
* Monitoring guest orders and ensure that guest orders are deliveredwithin the quoted time
* Coordinating with housekeeping for pick-up guest trays after completion of meals
* Responsible for payments, change and accuracy of closed checks
* Conducting shift end reports and forward them to the accounting department
Achievements:
Have been rewardedwith the Certificate of Recognition on December 2013.
courses: 2010, Specialized Certification (a Diploma), External Philologist Interpreter (Russian/English