Telephone Operator
Sheraton Jumeirah Beach Resort
Total years of experience :20 years, 1 Months
• To assist the guests with all different queries and telephone services.
• To be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedures and events.
• To be aware of any activities and promotions operating within the hotel.
• To have knowledge about the city, the local area and attractions to provide the guests with all requested information
• To assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using the empowerment and problem handling procedures.
• To be knowledgeable about SPG program and all other Starwood Customer Programs.
• To answer the phone following the telephone etiquette and the standard verbiage at all times for internal and external calls: within 3 rings, with a smile in the voice, using the proper greeting, using the guest name, using the hotel or department name, offer assistance.
• To operate the PMS thoroughly.
• To operate and maintain the PBX system.
• To transmit, log and distribute received guest/departmental faxes and messages.
• To be familiar with the AM, PM and night daily checklist to ensure smooth daily operations.
• To arrange Marhaba Service when required.
• To maintain close working relationship with other departments.
• To make sure to keep working areas clean and tidy.
• To know and understand all Sheraton Operating Procedures.
• To attend departmental meetings and training sessions and operate in line with the instructions received.
• To handle faxes and messages properly and on a confidential basis
• To report any maintenance defects to the Engineering Department.
• To operate all equipment as per the operating guidelines.
• To have full knowledge of the hotel safety and emergency procedures.
• To coordinate emergency situations from switchboard.
• Provides administrative support. Duties include taking minutes of meeting, PAYTRAX (payroll), DTCM, make correspondence, make sure office supplies are complete and replenished, make schedule, update VLs and CTs (public holidays) for front office department, make sure everyone is aware of what’s going on in the hotel.
• Creates 100% guest satisfaction by providing fast and friendly genuine hospitality and by exceeding guest
expectations
• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100%
• Performs other duties as required to provide fast and friendly genuine hospitality.
• Focused on the Guests…Seek to understand the guest, internal and external customer and meet and exceed the needs of both the guests and the company.
• Pay Attention to detail… Ensure that work is accurate, thorough and to the highest standards.
• Takes Responsibility… Demonstrate personal ownership of tasks and follow through to get the required results.
• Build Strong Relationships… Foster trust and cooperation among coworkers 7 guests; develop and sustain personal contact in order to provide mutual benefit.
• Foster Teamwork… Work well in a team environment and motivate teams to sustain exceptional levels of
• performance.
• Communicate Effectively… Clarify and provide information so that coworkers & guests; understand and can take action.
• Take all room service orders quickly and courteously.
• Handle customer inquiries and complaints.
• Maintain that all SOP’s applied to room service are followed.
• Departmental Trainer since June 2015.
Provides a variety of customer services through inbound calls and serves as liaison between customer and client
• Receives and handles routine in-bound customer telephone calls
• Greets customers and introduces herself to establish rapport
• Obtains and enters relevant customer information
• Listens to customers’ explanation to gain a general understanding of the reason for their call
• Asks customers questions to determine the specific purpose of their call
• Uses available computer system and/or on-line application to access information needed to assist customers
• Determines a course of action based on available information to resolve customer issue
• Takes steps to ensure customers are satisfied with the action taken to bring closure to the call and asks for additional service requests
• Resolve basic customer questions, complaints and requests
• Follow up as required after calls to execute agreed upon actions
• Documents the pertinent facts surrounding customer call in computer system to maintain accurate account history
• Assist other team members and supervisor as needed
• Demonstrates proficiency of word processing, spreadsheet and database software applications in Windows environment
Contacts delinquent customers via a phone system to obtain payments and / or negotiate appropriate resolutions on customer’s accounts
• Reviews and analyzes financial situation and arranges repayment programs within procedural criteria
• Verifies and updates customer account information
• Maintains documentation of all customer contact and location information via the online collection system.
Handles a variety of phone calls professionally; inquiries about phone bill, network coverage, etc
• also handles basic troubleshooting of phones, payments, programming phones.
• Effective in building rapport; maintains good relationship with customers
• effective in handling customer inquiries and/or complaints, disputes
• identifies chances to up sell company’s services when handling inquiries
• delivers prompt, efficient and quality service to customers to enhance total customer experience
prepares meeting agendas and record minutes
• performs administrative assignments independently
• handles a wide variety of public contact with courtesy and tact - both in telephone and in person
• Understands and carry-out directions following minimum explanation
• Assists in encoding data pertaining to bonds.
• In-charge for scheduling of daily itineraries of messengers and collectors
• Provides high standard of secretarial and administrative support to the department head
• Receives and screen all business and personal calls for the department
• Performs administrative assignments independently
Encoder
• Inputs pertinent data of clients for record purposes
• Compiles summary reports for submission to accounting
• Logs in and updates notices received from court
Records Custodian
• Checks records of individual subjects
• Informs department head if there is a need for additional services to the subjects
• Extends all support to client / subjects
