Telephone Operator

ENNISMORE; Ras Al Khaimah; Presencial; AED 47.000 - 71.000; Jornada completa

Descripción de la vacante

Rixos Ras Al Khaimah is seeking a Front Office/Guest Services Agent to manage inbound calls, assist guests, and coordinate with departments to ensure seamless service. You will greet guests, verify information, and maintain confidentiality.

Proficiency in English is required; Russian language skills are preferred. Experience with Opera PMS and hotel communication systems is advantageous. Excellent teamwork and a guest-first attitude are essential.

Formación

• 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.

Responsabilidades

• Greet guests by name and handle calls promptly while following hotel standards.
• Verify guest details for room-related calls and maintain confidentiality.
• Keep up-to-date knowledge of hotel facilities, outlets and local area to provide accurate information.
• Utilize Opera PMS and CID system accurately to update guest information timely.
• Coordinate with hotel departments to relay and follow up on guest requests.
• Monitor and respond to the guest message box within required timeframes.
• Handle wake-up calls accurately and punctually.
• Be aware of VIP arrivals and special-needs guests for personalized service.
• Respond to emergencies coordinating with Security and management.
• Take and relay messages accurately while maintaining confidentiality.
• Manage Lost & Found enquiries and coordinate with relevant departments.
• Support upselling initiatives to contribute to revenue.

Conocimientos

Telephone etiquette

Communication

Interpersonal skills

Guest services

English proficiency

Russian language

Herramientas

Opera PMS

CID system

Descripción del empleo

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 amp 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

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.