Offers “Accor”

Expires soon Accor

Welcome Centre Operator / Telephone Operator

  • d3, الإمارات العربية المتحدة
  • Administration

Job description

Key tasks

 Greeting/Attitude: The WCO will follow strictly the telephone standards established, will talk with a friendly tone of voice and will keep high level of respect and a positive attitude.
 Follow up: The WCO will act quickly and efficiently, following the guest requests and instructions received by her/his supervisor.
 Organization: She/he will ensure that Operator Room is perfectly tidy at all times.
 Telephone transfers: The WCO will be attentive to all guest requests. When directing the calls accuracy is very crucial. Internal extension numbers must be known by heart.
 Privacy: The WCO will be attentive to respect the privacy/confidentiality of the information, or guest names available at the operator room. He/she will ensure not to transmit any guest name, or guest history information.
 Wake Up Calls: The WCO will ensure that any wake up call requested by a guest is performed at the exact time. She/he is responsible to ensure that the reports are collected from the Front Desk and that the discrepancy with the operator records is controlled.
 Guest Messages: The WCO will be attentive when they receive a message for a guest to take all the information and record them carefully. She/he will ensure that the guest has well received the message with full information.
 Calls Handling: The WCO is responsible to ensure that all phone calls are answered within 3 rings; he/she will then find the polite and tactful way to keep on hold a guest when it is required.
 F&B Knowledge: The WCO has to ensure his/her full knowledge about the hotel outlets and menus. When the hostess of the restaurants is off duty, he/she will make the booking and record it with full details. The WCO must know on a daily basis the dishes of the day and have a good knowledge of Room service menu with all characteristics.
 F&B Order: The WCO will be attentive to get all details of a Room Service order, asking the accurate questions. All will be carefully recorded in a logbook and the full details will be given to the Room Service staff. The WCO will then ensure that the order is sent on time and reconfirm with the guest if it is reaching his expectations.
 Guest Knowledge: The WCO must have a good knowledge of the in house guests, especially all the VIP and will mention their name on the phone as often as possible.
 Housekeeping Follow up: He/she will as well answer all guest requests regarding the housekeeping issues. He/she will then ensure that he/she understands properly the request and will record the full details in the Logbook. The WCO will then ensure that the request has been followed up on time and will reconfirm with the guest that the proper follow up has been made.
 Communication: She/he will be attentive on all information received during the FO handover briefing & Operator/Call Centre Committee. She/he will be active and dynamic in participating in these different discussion opportunities. During his/her shift, she/he will report quickly any problem or question to the supervisor. The WCO will read the Operator logbook. Any problem or complaint must be recorded by the WCO right away.
 Handover: Each end shift, the WCO will give a full handover to the WCO of the following shift regarding the activity & pending issues to be followed.
 Security Issues: The WCO has an important role to play in terms of security; he/she has to know by heart all security procedures established and to be able to act accurately if it is required.

Pullman and its talent community

The Pullman promise is built around its three values: commitment, adaptability and creativity , and these are orchestrated throughout the hotel by a specific human resources and management policy:

• Body & Soul, the service attitudes model developed by Pullman

• Welcomer, Quality & Attitude Manager, Event Manager - some of the new Pullman professions

• A Pullman “school” of leadership, focusing on creativity.

Desired profile

Skills

Level of Education Associate
Areas of study Hospitality
Professional experiences 1 to 2 years
Languages essential English

Essential and optional requirements

·  Excel
·  Word
·  Opéra

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