Telephone Operator; Saudis

Telephone Operator (Only Saudis)

Department: Rooms Division, Front Office & Guest Services

Employment Type: Permanent - Full Time

Location: Saudi Arabia - Al Khobar

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.

• Answer all incoming calls, connect them to the appropriate extension efficiently, friendly and caring, 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 wake‑up call requests for guests according to the LQA standard and automatic wake‑up 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.
• In case of emergency, handle all communications for the hotel while serving as the communication center.
• Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial); coordinate with front office reception all telephone 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 the working area at all times.
• Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.