Telephone Operator - Radisson Resort Ras Al Khaimah

Role Overview

Telephone Operator at Radisson Resort Ras Al Khaimah, Radisson Hotel Group. The role is based at the resort in Ras Al Khaimah.

Company Overview

Radisson Hotel Group is one of the world's largest hotel groups with ten distinctive hotel brands and more than 1,460 hotels in operation and under development in 95+ countries. The Group's overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos. People are at the core of the business success and future, and the organization empowers team members to be their best every day, everywhere, and every time.

Role Purpose

Provide courteous and efficient switchboard and front-of-house telephone services to hotel guests and callers. Deliver clear communication, accurately route calls, assist guests with long distance procedures, answer inquiries about hotel facilities and local events, and support room service operations and guest requests through professional, service-oriented interactions.

Key Responsibilities

Switchboard & Call Operations

• Operate the switchboard according to established standards, delivering courteous service to all callers.
• Transfer incoming calls promptly to the appropriate extension.
• Assist guests to make long distance calls by instructing them on appropriate procedures or placing calls on their behalf.
• Accept, record and execute wake-up calls, ensuring the guest is awakened as requested.
• Communicate clearly and courteously using an upbeat tone.
• Demonstrate fluency in the use of telephone equipment.

Guest Services & Information

• Respond to customer questions regarding the hotel, in-house facilities and local events.
• Know well the Room Service menu.
• Demonstrate working knowledge of all services and facilities of the hotel and effectively assist guests.
• Be fully aware of Radisson service concepts.
• Know the names of key people within the Radisson Hotel Group.

Message & Request Management

• Take and deliver accurate and complete messages.
• Monitor the One Touch Service Application Request Manager; acknowledge and respond to requests immediately.
• Ensure that Room Service orders are taken care of promptly.

Revenue & Promotions

• Increase hotel revenue by promoting food and drink alternatives within the hotel.
• Be fully aware of and know how to handle all current and future hotel promotions.

Problem-Solving & Teamwork

• Handle difficult situations effectively.
• Use the "Making it right" approach to respond to negative comments and complaints.
• Notify Service Manager immediately for appropriate follow-up on complaints.
• Demonstrate teamwork by cooperating and assisting colleagues as needed.

Additional Information

Radisson Hotel Group offers global and local benefits, including special hotel rates for you and your loved ones at Radisson hotels worldwide, plus access to local perks and rewards tailored to your country. The organization welcomes applicants from all backgrounds, abilities, and experiences and offers accommodations during the application process upon request.