Telephone Operator

Rotana; Dubai; On-site; AED 33,000 - 56,000; Full time

Job summary

Rotana is seeking a proactive Telephone Operator for our Dubai property. You will manage guest calls with professionalism, ensuring a memorable guest experience by coordinating with departments and maintaining accurate profiles.

Ideal candidates hold a hospitality diploma or degree, possess excellent English communication, and are comfortable with Opera PMS. You will work in a fast-paced, multicultural front office team under Rotana standards.

Qualifications

• Diploma/degree in hospitality or related field required or preferred.
• Excellent written and verbal English communication skills essential.
• Experience with Opera PMS is advantageous.

Responsibilities

• Answer guest calls professionally and warmly.
• Coordinate with hotel departments to ensure smooth service delivery.
• Respond to queries courteously and exceed guest expectations.
• Greet guests by name as per Rotana standards and maintain guest profiles.
• Keep up-to-date knowledge of hotel and local services and routes.
• Operate switchboard efficiently for internal and external calls.
• Take and relay messages accurately for guests and management.

Skills

Excellent English

Voice modulation

Computer literate

Opera knowledge

Customer focus

Education

Hospitality diploma/degree

Tools

Opera PMS

Job description

Job Description

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

As a Telephone Operator you are responsible to handle every phone call with importance toprovide professional and customer focused response to our guests, ensuring their stay willbecome 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 servicedelivery
• 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

Education, Qualifications & Experience

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