About Jumeirah & the Hotel:
At Jumeirah, we are committed to encouraging and developing our colleagues in world class environments. We value diversity and provide equal opportunities, employing over 14,000 colleagues from over 140 different countries including locations in Asia Pacific, CIS, Central Asia, Western and Eastern Europe, South America, Africa and the Middle East.
We want you to do well from the beginning, so we’ll give you every chance to impress during the recruitment process. We promise our colleagues a warm welcome and will help you feel part of our Jumeirah family from day one. You can rely on us to support you as you settle into your journey with us and make Jumeirah ‘Your Place to Shine’.
Jumeirah Creekside is a contemporary lifestyle hotel located 2km from Dubai International Airport in the heart of old Dubai. Set in landscaped grounds overlooking Dubai Creek, the hotel offers 292 rooms and suites, 21 meeting rooms, four restaurants, an award-winning spa and access to sports and leisure complex, The Aviation Club. Designed from the outset to connect the hotel to the region’s vibrant arts and cultural heritage, Jumeirah Creekside Hotel houses one of Dubai’s largest art collections – a specially commissioned collection of 482 pieces by 52 artists with roots from the Middle East. Rooted in the cultural and cosmopolitan essence of Dubai, the property combines comfort and unrivalled connectivity with true Arabian hospitality for the ultimate business and leisure experience.
About the Job:
Responsible for the management of the switchboard to ensure smooth and efficient operation of telecommunication department and to ensure that incoming and outgoing calls are handled with the utmost courtesy and promptness and each Telephones colleague projects a warm and efficient image through voice tone and attitude. Responsible for the professional handling of operation by the operators and team leaders. All functions, duties and outlook should be aimed professionally to achieve maximum guest satisfaction and to the standard and service required by the organization which is to be the world’s most luxurious hotel with a team dedicated to outstanding personalized service, surpassing guest expectation by providing the ultimate hospitality experience. Configuration of Amadeus. Ensuring user training of Amadeus for all JCH colleagues, monitoring response timing and following up on actions required to optimize guest satisfaction and rectify maintenance issues.
Your main duties will include:
- Ensure smooth operation at the Telephone Department.
- Ensure English is the only language used to communicate with colleagues.
- Assist them to carry out their operational duties as in the operator’s job profile.
- Identify training needs. · Carry out and supervise training and briefings.
- Liaise with IT regarding the maintenance of the switchboard equipment.
- Ensure the Hotel Directory is updated and communicated.
- Carry out a Telecommunication Tariff Survey when instructed.
- Ensure duty rosters are well balanced and that the monthly attendance sheet and annual vacation plan are controlled. Try to clear all lieu days when possible.
- Carry out appraisals and maintain records.
- Ensure that all colleagues report to duty on time and are well groomed.
- Carry out daily departmental briefings and ensure that effective shift handovers are taking place.
- Ensure that all equipment is in working order at all times, report any faults and follow up on necessary work to be carried out.
- Ensure that all information boards are updated daily.
- Communicate closely with Front Office to ensure that any special requests are taken care of efficiently (DND, Incognito, etc.)
- Listen consciously to the Operator’s answering calls, observing their tone of voice and if necessary take corrective action.
- Ensure that all enquiries that come to Service One are handled politely, efficiently and followed up in a timely manner.
- Ensure that all wake up calls are set correctly and punctually and that any failures are followed up. · Ensure that all guest faxes are collected and delivered.
- Ensure that guest messages in Opera are typed correctly following the set standard. · Ensure all operators are aware of the hotel’s fire, safety and emergency procedures.
- Arrange for test calls are carried out on a regular basis as a tool to monitor performance.
- Analyze monthly Telephone test call results and take appropriate action to correct any adverse results and / or trends.
- Be aware of the departmental budget and control the expenses accordingly.
- Minimize energy consumption and wastage wherever possible and without affecting the customer’s interest
- Encouraging internal customers, the use of calling extensions instead of calling chargeable mobile numbers.
- Maintain a high morale and productivity as well as good communication within the Telephone department.
- Constantly be aware of the volume of calls being handled by the department and shall, if necessary, personally handle calls to ensure that guests, outside callers and department heads receive the best possible service.
- Check and monitor standard of billing, reports and procedures.
- Train all the staff in all aspects of telecommunication’s operation. Make sure all team colleagues receive minimum hours of training monthly.
- Controls all the outgoing calls to ensure telephone calls are not misused and to report any misuse to the department head concerned and chief security.
- To aim at reducing the telephone cost through finding out ways to reduce the cost and not to affect the operation standard.
- Ensures that all the Switchboard staff is quite aware of all the emergency procedures.
- Any other duties as may reasonably be requested by the management team including assistance for large events or hotel functions.
About Benefits:
We offer an attractive tax-free salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer reduced hotel rates across our properties globally, excellent care package, flights home, accommodation allowance, health insurance, up to 50% discount off Jumeirah F&B Outlets.
