Royal Service Agent

Sofitel Dubai The Obelisk The Position To perform all aspects of Telecommunications services to achieve the highest possible guest satisfaction in accordance with the Hotel’s standards. KEY ROLES & RESPONSIBILITIES Process all incoming and outgoing calls accurately and courteously Ensure smooth internal telecommunication as per Sofitel Standards Accurately record and control wake-up calls Assist guests with international calls and directory queries Call guests by name whenever possible Page staff member when requested Abide by principles of guest privacy Handle guests requests promptly and report complaints to the Telephone Supervisor Bill call costs Aware of local telephone listings and frequently dialed numbers Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations Advise defects on switchboard equipment to Supervisor Maintain a clean work environment Maintain detailed knowledge of the Hotel’s fire, life and safety system Adhere to OH&S policies and procedures

PERSONAL ATTRIBUTES Written and verbal communication skills in English Able to develop rapport with Colleagues and Management staff Ability to work cohesively with co-workers as part of a team Ability to focus attention on guest needs, remaining calm and courteous at all times Ability to promote positive relations with all hotel guests & patrons Able to exercise good judgment with difficult guests Understanding and ability to work in a multi-cultural environment QUALIFICATIONS Secondary Education or relevant qualifications in Hotel Management. EXPERIENCE Minimum 1 year relevant experience preferably in a four or five star hotel

Process all incoming and outgoing calls accurately and courteously; Ensure smooth internal telecommunication as per Sofitel Standards; Accurately record and control wake-up calls; Assist guests with international calls and directory queries; Call guests by name whenever possible; Page staff member when requested; Abide by principles of guest privacy; Handle guests requests promptly and report complaints to the Telephone Supervisor; Bill call costs; Aware of local telephone listings and frequently dialed numbers; Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations; Advise defects on switchboard equipment to Supervisor; Maintain a clean work environment; Maintain detailed knowledge of the Hotel’s fire, life and safety system; Adhere to OH&S policies and procedures