Guest Experience Phone Operator

Rotana Hotels; Dubai; On-site; AED 67,000 - 112,000; Full time

Job summary

Rotana Hotels is seeking a Telephone Operator to manage guest calls professionally and courteously, ensuring each interaction contributes to a memorable stay. You will greet guests by name, coordinate with hotel departments, and maintain accurate records of wake-up calls and long-distance vouchers.

The role requires strong communication skills, a guest-first mindset, and familiarity with hotel operations systems to deliver seamless service.

Responsibilities

• Receive each guest call in a professional and friendly manner
• Maintain effective communication with all related departments to ensure smooth service delivery
• Handle every query in a polite and courteous manner and exceed guest expectations
• Ensure guests are greeted by name upon calling as per the Rotana Standard
• Maintain an up to date knowledge of the hotel and local services
• Maintain an awareness of guest profile through the Opera guest profile system
• Complete management’s long distance call vouchers and record them on the traffic sheet
• Maintain the guest wake up call sheet and deliver calls accordingly on time and to the established standard
• Ensure the proper operation of the switchboard, resulting in fast and efficient transferring of internal and external calls
• Take messages for guests and management as per the required standard

Job description

Rotana Hotels is seeking a Telephone Operator to manage guest calls professionally and courteously, ensuring each interaction contributes to a memorable stay. You will greet guests by name, coordinate with hotel departments, and maintain accurate records of wake-up calls and long-distance vouchers.

The role requires strong communication skills, a guest-first mindset, and familiarity with hotel operations systems to deliver seamless service.