Telephone Operator

Jumeira Rotana; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury hotel in Dubai is seeking a Telephone Operator responsible for managing guest calls and ensuring an exceptional experience. The ideal candidate should have a diploma in hospitality, excellent English communication skills, and preferably experience in a front desk role. Multilingual abilities and familiarity with the Opera system are advantageous. This is a dynamic role requiring professionalism and a friendly demeanor.

Qualifications

• Excellent written and verbal English communication skills are essential.
• Strong voice modulation abilities are essential.
• Previous experience as a front desk agent is highly preferred.

Responsibilities

• Handle each guest call professionally and friendly.
• Maintain effective communication for smooth service delivery.
• Ensure guests are greeted by name according to standards.
• Maintain an up-to-date knowledge of the hotel services.

Skills

Clear communication skills

Multilingual ability

Customer-driven

Teamwork

Education

Diploma/degree in hospitality

Tools

Opera system

Job description

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 for handling 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 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
• Clear communication skills and multilingual ability are essential. Candidates with knowledge or experience as front desk agents in the hotel industry will be highly preferred.

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 the following additional competencies:

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