Telephone Operator

Khalidiya Palace Rayhaan by Rotana; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A prestigious hotel in Abu Dhabi is seeking a Telephone Operator to deliver professional and customer-focused service. The ideal candidate should have a diploma in hospitality and excellent English communication skills, along with a proactive attitude and teamwork spirit. Responsibilities include managing guest calls, maintaining guest profiles, and ensuring a seamless service experience. This position is crucial for enhancing guest satisfaction in a dynamic environment.

Qualifications

• Ideally have a diploma/degree in hospitality with work experience.
• Excellent communication skills and strong voice modulation are essential.
• Computer literate with previous experience using Opera is an advantage.

Responsibilities

• Handle guest calls professionally and courteously.
• Maintain communication with departments for smooth service.
• Ensure guests are greeted by name as per standards.
• Manage guest wake-up call sheet and complete call vouchers.
• Operate the switchboard efficiently for internal and external calls.

Skills

Excellent written and verbal English communication

Strong voice modulation abilities

Customer focus

Adaptability

Teamwork

Education

Diploma / degree in hospitality

Tools

Opera guest profile system

Job description

We are currently looking for dynamic, and self motivated Front Office professionals who want to move their careers forward.

As a Telephone Operator you are responsible to handle every phone call with importance to provide professional and customer focused response to our guests their stay will become a memorable experience, whereby your role will include key responsibilities such as:

• Receive each guest call in a professional and friendly manner
• Maintain effective communication with all related department 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

Skills

Education, Qualifications & Experiences

You should ideally have a diploma / degree in the hospitality field with similar previous work experiences. Excellent written and verbal English communication skills along with strong voice modulation abilities are essentials. Computer literate and previous experiences with Opera are an advantage.

Knowledge & Competencies

The ideal candidate will be customer driven and an extremely proactive and ‘switched on’ personality with an outgoing and approachable character. You will work well under pressure in a fast paced environment and be a great team player, who thrives in working with a multi-cultural team and guests alike, while possessing following additional competencies:

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