Telephone Operator

Rixos Hotels; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

Rixos Hotels in Dubai seeks a professional Telephone Operator/Front Office Attendant to handle all incoming calls, greet guests by name, and connect lines to the correct extensions with discretion and courtesy. You will maintain up-to-date knowledge of hotel services, use Opera PMS, coordinate with departments, and provide personalized guest assistance while upholding a high standard of hospitality.

The role requires strong English, good communication, and a professional demeanor to ensure guest

Qualifications

• Experience in Telecommunication/Telephone Operator or Front Office in hospitality.
• Proficient in written and spoken English; Russian language preferred.
• Strong telephone etiquette and interpersonal skills.
• Familiarity with hotel communication systems is a plus.

Responsibilities

• Handle all incoming calls professionally and efficiently to provide personalized guest service.
• Greet guests by name, connect calls to the correct extension or room, and verify guest details.
• Maintain up-to-date knowledge of hotel facilities, outlets, and local area guidance.
• Utilize Opera PMS and CID system accurately and update guest information promptly.
• Coordinate with departments to relay requests and follow up within required timeframes.
• Monitor the message box, record guest requests, and respond in a timely manner.
• Handle wake-up calls accurately and punctually; stay informed about VIP and special guests.
• Respond to emergencies with management coordination and appropriate departments.

Skills

Telecommunication experience

English proficiency

Telephone etiquette

Interpersonal skills

Russian language

Tools

Opera PMS

Job description

Job Description:

Company Description

Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

Main Duties & Responsibilities

• Handle all incoming internal and external calls professionally and efficiently, ensuring a personalized and courteous guest experience.
• Answer calls promptly, greet guests by name in line with Rixos standards, and accurately connect calls to the appropriate extension or guest room.
• Verify guest details for room-related calls and maintain confidentiality when handling guest information.
• Maintain up-to-date knowledge of the hotel’s facilities, outlets, services, and local area to provide accurate information and recommendations.
• Utilize Opera PMS and the CID system accurately and efficiently, ensuring guest information is updated in a timely manner.
• Coordinate with relevant hotel departments to ensure guest requests and enquiries are communicated and followed up promptly.
• Monitor the message box and ensure guest requests are recorded accurately and responded to within the required timeframe.
• Handle guest wake-up calls accurately and punctually in accordance with established standards.
• Remain informed about VIP, in-house, arriving, and special-needs guests to ensure appropriate attention and personalized service.
• Respond promptly to urgent matters and emergencies involving guests or the hotel, coordinating with Management, Security, and relevant departments in accordance with established procedures.
• Handle guest complaints and challenging situations professionally, using sound judgement and ensuring appropriate follow-up.
• Take and relay messages accurately for guests and management while maintaining confidentiality.
• Handle Lost & Found enquiries and coordinate with the relevant department as required.
• Actively support the Upselling Program and contribute to hotel revenue-generation opportunities.
• Remain informed about departmental KPIs and contribute towards achieving established targets.
• Support initiatives aimed at enhancing guest satisfaction, TrustYou scores, and the overall guest experience.
• Ensure relevant guest feedback and information are communicated to the Front Office Manager and Reception Supervisors.
• Attend departmental briefings, take accurate notes, and follow up on agreed actions.
• Maintain a clean, organized, and safe working environment at all times.
• Attend scheduled training sessions and actively participate in learning and development activities.
• Maintain effective teamwork and positive working relationships with colleagues across all departments.
• Perform any additional duties and responsibilities assigned in accordance with the operational needs of the hotel.

Qualifications

• Previous experience in a Telecommunication, Telephone Operator, Front Office, or Guest Services role within a hotel or hospitality environment is preferred.
• Good command of written and spoken English; Russian Speaker preferred.
• Strong telephone etiquette, communication, and interpersonal skills.
• Familiarity with Opera PMS and hotel communication systems is an advantage.