Summary
TFG Hospitality is seeking a Telephone Operator for TRYP by Wyndham Dubai. The role involves answering and directing calls, taking in-room dining orders, handling guest messages and wake-up call requests, and responding to complaints and emergencies. The operator will use systems including MICROS, Opera, and FCS/e-connect and support hotel procedures and guest services. Applicants should have at least 1 year of reception or telephone-operator experience in a 4-star property with 250 or more rooms, front-office computer literacy, and strong spoken and written English.
The posting
As published on tfghospitality.com. Pulled from the employer's site and shown as they wrote it.
Overview
About The First Group Hospitality:
The First Group Hospitality is a Dubai-headquartered, full-service hospitality management company specialising in hotel operations, asset management, and F&B strategy. With a team of industry veterans and a proven track record, the company delivers tailored solutions that enhance efficiency, optimise revenue, and maximise asset value for investors and hotel owners. As a trusted third-party hotel management provider, The First Group Hospitality partners with leading global brands to drive operational excellence and long-term profitability, thanks to expertise spanning property performance optimisation, cost management, and guest experience enhancement. Beyond management, The First Group Hospitality develops and operates a dynamic portfolio of upscale hotels, residences, and award-winning restaurants, creating high-value hospitality assets that stand out in the market. For more information, visit tfghospitality.com About TRYP by Wyndham Dubai:
Situated in Barsha Heights, TRYP by Wyndham Dubai is a vibrant urban retreat, with 650 rooms ranging from studios to premium suites. The hotel features a variety of amenities, including a gym, spa, co-working spaces, and multiple dining options, catering to both business and leisure travellers. Guests can also enjoy exclusive access to Soluna Restaurants & Beach Club on the Palm Jumeirah, offering both dining and beachside relaxation, blending city convenience with a tranquil retreat.
Job Description
- Ensure brand standards, policies and procedures are adhered to at all times.
- Maintain complete knowledge of all hotel features/services, hours of operations, all hotel restaurant food concepts, menu price range, dress code and ambiance, all hotel room types, numbers/names, layout appointments, amenities and locations, all hotel room rates, special packages and promotions, daily house count and expected arrivals/departures scheduled daily group activities, names and locations of meeting/banquet rooms, room availability status for any given day.
- Maintain cleanliness throughout the areas.
- Organize and implement all special needs, personal preferences and amenity distribution in accordance to the department’s standards and procedures.
- Answer and direct all external incoming telephone calls following the standard telephone etiquettes.
- Takes In Room Dining orders from the guests over the telephone. Enters order into MICROS system.
- Communicates special instructions to the kitchen and expediters.
- Handles guests’ complaints and takes action to resolve problems.
- Accepts and relays guests messages, either manually, written or through voice mail system.
- Maintain and update Opera telephone Directory.
- Prepare any admin related tasks delegated by the line manager.
- Takes request for wake up calls and follows through to ensure guests receive their wake up call at the requested time.
- Greets guests with a cheerful and pleasant voice during the conversation.
- Responds to emergency situations calmly, effectively, according to hotel guidelines.
- Actively participate in sending and distributing all incoming and outgoing faxes and messages.
- Understand and know all SOPs for fire evacuation, your role and what is required in Emergency situation.
- Successful completion of the training / certification process.
- Develop and maintain positive and productive working relationships with other employees and departments. Support all co-workers and treat them with dignity and respect.
- Follow, comply and ensure that all guests are checked-in and out from the DTCM e-service portal and CID systems.
- Follow, comply and ensure that all service requests and incidents either requested by a guest and/or associates are logged into FCS/e-connect software in a timely manner.
- Perform any other works as and when assigned by the supervisor and/or management.
Desired Skill & Expertise
- At least 1+ years experience working at the reception or as a telephone operator in a 4* property with 250+ inventory.
- 1 year experience Front Office computer literacy
- Excellent communications skills with Proficiency in speaking and writing English.
- Team player with excellent planning, organizing skills and excellent problem-solving skills.
- Able to work flexible working hours with rotating shifts.
- Pleasant personality and good grooming.