Job description / Role Job Type
Full Time Job Location
Dubai, UAE Nationality
Any Nationality Salary
Not Specified Gender
Not Specified Arabic Fluency
Not Specified Job Function
Customer Service Company Industry
Travel, Hotel & Tourism Company description

At the 25hours Hotel One Central, Bedouin traditions are brought back to life and reinterpreted in a contemporary way. Here our colleagues become storytellers themselves. With a view of the Museum of the Future near the Dubai International Financial Center, everyone will find their way to us. Whether for an ice cream walk or a birthday celebration, we also enjoy spending time together outside of work. We are a colourful, diverse, professional team and love our friendly, informal culture.

Come as you are & join the 25h tribe.

Job description

How does your working day look like ...

Answer incoming calls: Respond promptly to calls from guests, potential clients, and other hotel departments. Direct calls: Transfer calls to the appropriate departments, rooms, or staff members. Provide information: Offer accurate and courteous information about hotel services, amenities, and local attractions to guests. Message delivery: Take and deliver messages for guests, ensuring clarity and accuracy. Interdepartmental communication: Relay important messages and information between departments (housekeeping, concierge, front desk, maintenance, etc.). Assist with requests: Help coordinate requests for services like room service, housekeeping, wake-up calls, and maintenance. Confirm bookings and handle any inquiries related to room availability at night. Up-sell services: Promote additional services or amenities (e.g., spa, dining) to guests when appropriate. Guest inquiries: Handle any inquiries or complaints with professionalism and efficiency, ensuring guest satisfaction. Special requests: Address and facilitate special guest requests (e.g., wake-up calls, room changes). Emergency calls: Respond to emergency situations, directing calls to appropriate personnel like security, medical staff, or the front desk. Documentation: Log messages, requests, and inquiries for future reference and follow-up with the use of MessageBox. Emergency response: Follow emergency procedures for situations like fire alarms, medical emergencies, or security concerns. Security awareness: Ensure that sensitive information about guests or hotel operations is handled securely. Schedule wake-up calls: Ensure wake-up calls are made on time, according to guest preferences. Data entry: Update guest records and other relevant guest feedback in the hotel's system as needed. Maintain work area: Ensure the telephone switchboard area is clean, organized, and well-maintained. Professional appearance: Maintain a polite, friendly, and professional demeanor at all times. Support hotel goals: Ensure that all interactions reflect the hotel's brand and commitment to luxury service. Answer all calls according to the set standard in the department training manual. Assist with all internal as well as external requests and pass them on to the concerned department or room number. Handle messages for in-house and expected guests. Prepare reports: Generate daily, weekly, and monthly reports related to call volume, guest inquiries, and service quality. Respond to all emails in a timely manner according to the set standard in the department training manual. Cross-check and make sure the guest nationality and ID in OPERA matches with that in VICAS. Any other duties as may reasonably be requested by the management. Qualifications

Your personality counts more than your CV ...

High school diploma or higher education is preferred. Experience working in a customer service driven environment. Experience working with different computer software including Microsoft Office packages. Working knowledge of Opera software is preferred. Telephone handling training or cross-training in telephones is desirable. Experience working in a multi-cultural environment and teamwork spirit is also desirable. Good telephone, administrative, and computer skills. Fluent spoken and written English. Arabic is a plus. You're a doer - and even if you do it wrong sometimes, you openly admit it. You have extensive knowledge of spa treatments, products, and techniques. You're not just bringing your abilities, but also your character. Additional information

What's in it for you ...

Get to know all the other 25hours hotels and stay ten nights a year for free as an employee! Take advantage of being part of Ennismore and get generous discounts when visiting our bars and restaurants as well as booking hotel rooms all over the world. Benefit from great offers from our numerous cooperation partners. Be part of our hilarious staff parties and much more... About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.

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