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  1. Full-Time
  2. Permanent
  3. NOVOTEL
  4. Rooms

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PULLMAN PULLMAN NAIROBI WESTLANDS, Nairobi, Kenya

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REF37880D

Telephone Operator

Region

MEA SPAC


This vacancy has now expired. Please see similar roles below...


Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"


Job Description

    Prime Function:

  • Provide quick and friendly service to callers and direct calls to the appropriate departments.
  • Ensure speedy and courteous answering of incoming telephone calls both internal and external following the standard phrases.
  • To ensure that all guests and callers are provided with concise information concerning the services and facilities provided by the organization.
  • To ensure all guest queries, enquiries and requests are attended to in a helpful and professional, yet warm and friendly manner.
  •  Any matter, which may affect the interests of the hotel, should be brought to the attention of the Management.

Key Responsibilities:

  • Provide effective support to the team to enable them to provide effective & efficient services.
  • Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.
  • Establish and maintain seamless co-ordination & co-operation with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.

Operational Management

  • Ensure to bring any problems or complaints immediately and directly to the attention of the Front Office Manager whether or not it relates to the Front Office or any other department.
  • While connecting to the desired extensions in the hotel, which are busy, use standard phrases and keep the caller informed of the busy status.
  • Responsible for the wake up calls requested by the guest.
  • To research and provide specific directory information to both internal and external inquiries, as required, in accordance with policies and procedures pertaining to the disclosure of directory information.
  • If a guest does not answer the telephone call, the telephone operator should politely ask the caller if he wishes to leave a message.
  • Be acutely aware of the procedure for handling fire alarms and other emergency situations.
  • Adhere to the out-of –city and out- of- country policy, both for guests and employees.
  • Ensure that long distance calls are recorded on the appropriate vouchers, and similarly local calls, and that the vouchers are delivered promptly to the Front Office Department.
  • Ensure that personal presentation, telephone etiquette and guest services are as per the set guidelines.
  • Ensure to maintain and update telephone directories and event schedules via computerized data base when notified of changes in order to access correct information.

Qualifications

  • A strong focus on customer service
  • 2 to 3 years experience in a similar role in a five-star luxury Hotel / Resort
  • Excellent communication skills; fluency in English is required
  • Be able to work shifts, weekends, and public holidays
  • Computer skills in MS Office; experience with current Property Management Systems (PMS) is preferred

Additional Information

Your team and working environment:

  • At Accor, we are Heartists!  Are you ready to put your heart at the center of everything that you do? If so, then join our team of Heartists
  • Every day, we look for opportunities to engage on a personal & meaningful way with our guests and each other.  

We deliver heartfelt hospitality in an environment that is engaging, enthusiastic and professionally rewarding!

Our commitment to Diversity & Inclusion:

We are an inclusive company and what we really hope to achieve is to attract, recruit and promote diverse talent.

Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.

LET YOUR PASSION SHINE

We foster our creativity, our excellence and progressiveness. We interconnect with each other and our environment, to create a new kind of quiet luxury. With us, you can take pride in being part of a wider global team leading the way in local sustainability initiatives. Working together with our communities, we will empower you to make your own meaningful impact.

LEARN ABOUT US

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