Guest Services Assistant (Telephone Operator) - Yas Viceroy Abu Dhabi

Yas Viceroy Abu Dhabi

Position Title: Guest Services Assistant
Department: Service Plus 

Company Overview:

About The Hotel:

As Yas Island Abu Dhabi's premier hotel, Yas Viceroy Abu Dhabi sets the standard for exceptional service throughout its 499 impeccable rooms and suites, 12 innovative dining venues and lounges, and the sumptuous ESPA at Yas Viceroy Abu Dhabi. The interiors of this Abu Dhabi resort embody a contemporary fusion of elegance and momentum, created with sensuous curves and sleek lines.

 Guests marvel at the incredible LED canopy that not only emits a concert of color and shade but also embraces the exhilarating Yas Marina Formula 1™ Circuit, defining the Abu Dhabi hotel as a landmark across Yas Island and one of the world’s most extraordinary destinations. 

For further information visit www.viceroyhotelsandresorts.com/abudhabi

About Viceroy Hotel Group:

Viceroy Hotel Group is a hotel industry leader in creativity and innovation that draws upon the diverse backgrounds, personalities and styles of our colleagues to ensure a vibrant and unique perspective.  At Viceroy Hotel Group, you will discover a wide array of exciting and productive environments where career skills are challenged and sharpened.

We attract the best candidates throughout our acclaimed portfolio of properties.  It is here that you can maximize your skills and experience as part of a fast-paced, dynamically expanding hotel organization.  Viceroy Hotel Group is an Equal Opportunity Employer.

Viceroy Hotel Group delivers one-of-a-kind lifestyle experiences that bring together provocative design and intuitive service in some of the world's most sought-after destinations.  Its two distinctive collections of properties – Viceroy Hotels and Resorts & Urban Retreats – redefine the very concept of luxury hospitality.

VHG currently operates sixteen hotels and resorts, including twelve Viceroy hotels (in Abu Dhabi, Anguilla, the Maldives, Miami, New York, Santa Monica, Beverly Hills, Palm Springs, Riviera Maya and Zihuantanejo – Mexico, Snowmass – Colorado and St. Lucia), and four Urban Retreats (Avalon in Beverly Hills, Cassa New York, Zetta San Francisco, and Delfina Santa Monica.

 For further information visit www.viceroyhotelgroup.com

Job Description:

The Guest Services Assistant is based in the ‘Service Plus’ team and is responsible for answering all incoming calls (both internal and external) as the first priority in a speedy and courteous way with a warm and friendly tone of voice. 

General Responsibilities Include:

• Handles the operation of the Service Plus department smoothly, politely and efficiently
• Ensures all guest queries, requests and complaints are handled effectively
• Establishes and develops personal guest contact while maintaining privacy
• Ensures all wake-up calls are set correctly and accurately
• Carries out detailed checks on all guest requests, wake-up calls, telephone line blockings, and pending requests and addresses them accordingly
• Ensures that costs are kept as low as possible without affecting daily operations

Skills/Knowledge Required:

• Excellent communication skills in English; knowledge of Arabic is an advantage
• Excellent overall communication skills with an energetic and enthusiastic personality
• Highly customer service oriented
• Ability to multi-task and work under pressure
• Accustomed to handling customer complaints of varying severity
• Previous experience on Opera (V 5) is an advantage

Qualification Standards:

Education: Completed secondary school education or equivalent Hotel related education

Experience: Needs to have a minimum of one year experience in the telephone department of a five star luxury hotel, ideally in the United Arab Emirates or the Middle East

Licenses or Certificates:

Grooming: All colleagues must maintain a neat, and well groomed appearance (specific standards will be provided)

 

Viceroy Hotel Group is a leading hotel company that combines desirable location, unique design, destination dining and personalized service that touches the heart and soul of our guests. As an industry leader in creativity and innovation, our hotels draw upon the diverse backgrounds and talent of our extraordinary team for optimal success.

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