Telephone Operator

We are currently looking for dynamic and self-motivated Front Office professionals who are eager to advance their careers.

As a Telephone Operator, you will be responsible for handling all incoming and outgoing calls professionally and efficiently, ensuring guests receive exceptional service and a memorable experience throughout their stay.

Key Responsibilities:

• Answer all guest calls in a professional, friendly, and courteous manner.
• Maintain effective communication with all departments to ensure seamless service delivery.
• Handle guest inquiries promptly and professionally, exceeding guest expectations whenever possible.
• Greet guests by name when answering calls, in accordance with Rotana standards.
• Maintain up-to-date knowledge of hotel facilities, services, and local attractions.
• Utilize the Opera guest profile system to remain informed of guest preferences and profiles.
• Process and record long-distance call charges in accordance with established procedures.
• Manage guest wake-up call requests and ensure they are delivered accurately and on time.
• Ensure the efficient operation of the telephone switchboard, transferring internal and external calls promptly and accurately.
• Take and deliver messages for guests and management in line with company standards.

This role requires excellent communication skills, attention to detail, a customer-focused attitude, and the ability to remain calm and professional in a fast-paced environment.

Education, Qualifications & Experience

Ideally, you should hold a diploma or degree in Hospitality or a related field, with previous experience in a similar role. Excellent verbal and written English communication skills are essential, along with a clear speaking voice and strong telephone etiquette. Computer literacy is required, and experience using Opera is an advantage.

Knowledge & Competencies

The ideal candidate is customer-focused, highly proactive, and possesses an energetic, positive, and approachable personality. You should be able to perform effectively in a fast-paced environment, work well under pressure, and thrive as part of a multicultural team while providing exceptional service to guests.

Required Competencies:

• Understanding the Job
• Taking Responsibility
• Recognizing Differences
• Customer Focus
• Adaptability
• Teamwork and Collaboration