Guest Service Agent (Telephone)

20/05/2024
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Job Description

About the job

Application Deadline: 31 July 2024

Department: Rooms Division, Front Office & Guest Services

Employment Type: Permanent – Full Time

Location: United Arab Emirates – Dubai

Reporting To: Duty Manager

Description

The incumbent in this position is responsible for answering all incoming calls originating from within and outside the hotel in a friendly and caring manner according to the Kempinski and LQA standards.

Key Responsibilities

  • Answer all incoming calls, connect them to the appropriate extension in an efficient, friendly and caring manner according to the Kempinski standards.
  • Write down messages accurately for our guests and deliver messages in a timely manner.
  • Handle guests’ requests for DND (Do Not Disturb) and confidential status.
  • Handle personal wakeup call requests for guests according to the LQA standard and automatic wakeup call requests for group and crew guests.
  • Answer all guest questions / requests in a friendly and caring manner, take appropriate actions or if needed, refer the matters to the relevant persons to handle. It may be providing information or assistance to make an outside call or handling a complaint, etc.
  • Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial). Coordinate with front office reception all telephones charges to ensure they are billed and collected from guests.
  • Monitor TV channels in addition to outlets’ and public area’s music to ensure smooth and proper functioning.
  • Keep abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel product knowledge.
  • Maintain the neatness of their working area at all time.
  • Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Job Requirements

  • Minimum of 1 to 2 years’ experience in a similar position
  • Preferably in an international, luxury five-star hotel
  • English – excellent communication skills

About Kempinski

Founded in Germany in 1897, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.

Located in many of the world’s most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodation, superb cuisine and unrivalled facilities – complemented by impeccable service.

For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility and efficiency. Put simply, they are the first choice for the discerning individual.

In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambience with the international standards of service and luxury that Kempinski guests have come to expect.

Area
Dubai