Telephone Operator

Rotana; Abu Dhabi; On-site; AED 36,000 - 60,000; Full time

Job summary

Rotana is seeking dynamic and self-motivated Front Office professionals to advance their careers in Abu Dhabi. As a Telephone Operator, you will handle all incoming and outgoing calls professionally and ensure guests receive exceptional service during their stay.

The role requires diploma/degree in Hospitality, strong English communication, and familiarity with Opera. You will greet guests by name, coordinate with departments, and maintain up-to-date knowledge of services and local attractions

Qualifications

• Diploma or degree in Hospitality or related field.
• Excellent verbal and written English communication skills are essential.
• Experience with Opera is an advantage.

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.

Skills

Excellent communication

Telephone etiquette

Customer focus

Multitasking

Education

Diploma or degree in Hospitality

Tools

Opera

Job description

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