Instant Service Agent - voco Dubai®

About us At voco®, we’ve created a hotel brand that gives people a different choice. Hotels to count on but different enough to be fun. Unstuffy hotels, where people feel comfortable to relax, and just get on with relaxing. Our new family of hotels are connected by their own sense of style and individual character – and that’s something we make the most of. Finding the perfect mix of reliability and new experiences. Because we believe that when you respect individuality life gets interesting. At the heart of every great stay is a great host. We think the trick to hosting is to take the time to understand what your guests need, and want. So, before they arrive, we find out more about them and how we can make their stay better. Whilst they are with us, we give tempting recommendations of our favourite drinks or food, or tips for local experiences that they won’t find in any guide book. Your day to day • Ensure that all services provided at Telephone Section are always available and are carried out efficiently. • Responsibly use all available systems including PMS (Property Management System), telephone system, Hotel Service Optimization System (HotSOS), fax, etc. • Maintain the upkeep of all telephone and related equipment within the switchboard to ensure maximum efficiency. • Maintain information confidentiality. • Promptly answer telephone calls, addressing callers in a clear, friendly, and courteous tone of voice. • Listen carefully to callers to obtain complete information to process calls quickly and accurately. • Seated in a confined area for extended periods of time. Must possess the ability to communicate/write proficiently and possess good communication skills. • Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages to/from the computer. Ensure that messages taken are forwarded to and received by guests. • Act as dispatcher through HotSOS for security, guest services and colleagues in operations. Provide time and information in response to emergencies and guest requests such as plumbing problems, housekeeping requests, etc. Verify with guests, after a reasonable pre-set time, whether the request has been delivered. Follow-ups are to be endorsed to proper channels. • Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information. Deliver wake-up calls at the requested time. • Provide information to callers about hotel guestrooms and facilities, operating hours, activities such as: F&B promotions, Reservations, meetings rooms, etc. • Immediately answer and handle emergency calls. Listen carefully to details to identify nature of problem and respond appropriately in accordance with established procedures. Initiate emergency response as necessary and legibly documents pertinent details. • Remain calm and polite during emergency situations and/or heavy hotel activity. • Resolve complications and complaints such as missed wake-up calls or missed messages, using previous experience and good judgment. • Perform other duties as may be required such as, among others, inputting/updating information in the CID-HIS system. • Take endorsement from previous shift and follow up on any outstanding matters. • Be aware of all fire prevention and safety regulations. What we need from you At voco® Dubai, we look for hosts who are reliably different and contribute in the success of bringing our brand to life! The ideal candidate must have 1 to 2 years of progressive work-related experience in the same role in a 4* or 5* city hotel in Dubai and should be familiar with opera. She/he should have Knowledge of centralized telephone systems. Skills in the operation of telephone equipment. Skills in dealing diplomatically with the guest under stressful conditions. Knowledge of personal computers and methods of updating database and ability to work under pressure of deadlines and ever-shifting priorities in a fast-paced environment. Also, must be a team player, have strong interpersonal skills, and work well independently as well as part of a team, flexible attitude and ability to adapt to changing priorities and business needs. How do I deliver this?​ We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels. Each IHG® hotel brand delivers True Hospitality in thei

1-2 years of progressive work-related experience in the same role in a 4* or 5* city hotel in Dubai; familiarity with the OPERA property management system (OPERA); knowledge of centralized telephone systems; skills in operating telephone equipment; ability to communicate diplomatically with guests under pressure; ability to update databases and input/output information; strong interpersonal skills and ability to work independently and in a team; flexible attitude to adapt to changing priorities.

Ensure all services in the Telephone Section are available and carried out efficiently. Use systems such as PMS, telephone system, HotSOS, and CID/HIS as needed. Maintain the upkeep of telephone equipment and ensure information confidentiality. Answer calls promptly in a clear and courteous manner; obtain complete information to process calls quickly. Transcribe messages, input and retrieve messages, and forward to guests. Act as dispatcher through HotSOS for security, guest services and colleagues; provide timely information in emergencies and guest requests; verify delivery with guests. Take wake-up calls and log information; deliver wake-up calls on time. Provide information about hotel facilities, operating hours, and services. Handle emergencies calmly and follow procedures; initiate emergency response when necessary. Resolve issues such as missed wake-up calls or messages. Input/update information in CID-HIS as required. Take endorsements from previous shift and follow up on outstanding matters. Be aware of fire prevention and safety regulations.