Welcomer Centre Operator

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The Welcome Centre Operator (WCO) is working in the operator room and is responsible to ensure that all calls received are answered quickly and that a prompt follow up is done correctly. Their tone of voice, politeness & dynamism must be outstanding. The WCO is the "voice of the hotel" and is the first point of contact with the guest.

The WCO must be polyvalent when working as a telephone operator.  When she/he has to deal with Call Centre issues, she/he will be able to follow up housekeeping requests.

The schedule of the WCO rotates 24 hours a day.

* Guest Service: The WCO is working in a central area because she/he receives all the calls from outside and inside the hotel. The WCO must ensure that all tasks performed are procedurally correct, timely, and of a consistent quality.

The WCO must ensure personal presentation, telephone manner, effective and efficient work practices and guest service standards.

Needs to have a warm and friendly voice.  Must be proficient in English.  Knowledge of an additional language is a plus.

• Greeting/Attitude: The WCO will follow strictly the telephone standards established, will talk with a friendly tone of voice and will keep high level of respect and a positive attitude.
• Follow up: The WCO will act quickly and efficiently, following the guest requests and instructions received by her/his supervisor.
• Organization: She/he will ensure that Operator Room is perfectly tidy at all times.
• Telephone transfers: The WCO will be attentive to all guest requests. When directing the calls accuracy is very crucial. Internal extension numbers must be known by heart.
• Privacy: The WCO will be attentive to respect the privacy/confidentiality of the information, or guest names available at the operator room. He/she will ensure not to transmit any guest name, or guest history information.
• Wake Up Calls: The WCO will ensure that any wake up call requested by a guest is performed at the exact time. She/he is responsible to ensure that the reports are collected from the Front Desk and that the discrepancy with the operator records is controlled.
• Guest Messages: The WCO will be attentive when they receive a message for a guest to take all the information and record them carefully. She/he will ensure that the guest has well received the message with full information.
• Calls Handling: The WCO is responsible to ensure that all phone calls are answered within 3 rings; he/she will then find the polite and tactful way to keep on hold a guest when it is required.
• F&B Knowledge: The WCO has to ensure his/her full knowledge about the hotel outlets and menus. When the hostess of the restaurants is off duty, he/she will make the booking and record it with full details. The WCO must know on a daily basis the dishes of the day and have a good knowledge of Room service menu with all characteristics.
• F&B Order: The WCO will be attentive to get all details of a Room Service order, asking the accurate questions. All will be carefully recorded in a logbook and the full details will be given to the Room Service staff. The WCO will then ensure that the order is sent on time and reconfirm with the guest if it is reaching his expectations.
• Guest Knowledge: The WCO must have a good knowledge of the in house guests, especially all the VIP and will mention their name on the phone as often as possible.
• Housekeeping Follow up: He/she will as well answer all guest requests regarding the housekeeping issues. He/she will then ensure that he/she understands properly the request and will record the full details in the Logbook. The WCO will then ensure that the request has been followed up on time and will reconfirm with the guest that the proper follow up has been made.
• Communication: She/he will be attentive on all information received during the FO handover briefing  & Operator/Call Centre Committee. She/he will be active and dynamic in participating in these different discussion opportunities. During his/her shift, she/he will report quickly any problem or question to the supervisor. The WCO will read the Operator logbook. Any problem or complaint must be recorded by the WCO right away.
• Handover: Each end shift, the WCO will give a full handover to the WCO of the following shift regarding the activity & pending issues to be followed.
• Security Issues: The WCO has an important role to play in terms of security; he/she has to know by heart all security procedures established and to be able to act accurately if it is required.

• High school Diploma or equivalent.
• Enthusiastic,
• • Spontaneous and empathic
• • A high level of personal maturity is vital for this position
• • Good visual memory
• • At ease in a multi-cultural environment
• • Confident speaking skills.  Proficient in English.  Knowledge of other languages is a plus.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.