Telephone Operator

Rotana Hotels; Abu Dhabi; On-site; AED 60,000 - 100,000; Full time

Job summary

Rotana Hotels in Abu Dhabi is seeking a dynamic Telephone Operator to join our Front Office team. You will handle guest calls professionally, greet guests by name, and coordinate with other departments to ensure smooth service delivery.

You will maintain knowledge of hotel services, use the Opera guest profile system, and manage wake-up calls and message delivery to uphold Rotana standards. This role rewards a customer-focused mindset and excellent communication, with opportunities to grow

Qualifications

• Experience in Front Office or telephone operations.
• Excellent communication and guest service orientation.
• Ability to maintain professionalism under pressure.

Responsibilities

• Receive each guest call in a professional and friendly manner.
• Coordinate with related departments to ensure smooth service.
• Handle every query politely and exceed guest expectations.
• Greet guests by name on calls per Rotana standards.
• Maintain knowledge of hotel and local services.
• Maintain awareness of guest profiles via Opera PMS.
• Process long distance call vouchers and record on the traffic sheet.
• Maintain wake-up call sheets and deliver calls on time.
• Ensure smooth switchboard operation and fast call transfers.
• Take messages for guests and management per required standard.

Skills

Guest service

Telephone etiquette

Communication skills

Multitasking

Tools

Opera PMS

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, ensuring 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