Telephone Operator

Rotana Hotel Management Corporation PJSC; Ras Al Khaimah; On-site; AED 60,000 - 120,000; Full time

Job summary

A premier hotel management company in Ras al-Khaimah is seeking a Telephone Operator to enhance their customer service experience. This role involves managing guest calls, ensuring effective communication across departments, and maintaining high service standards. The ideal candidate should have a diploma in hospitality, excellent English communication skills, and the ability to work under pressure in a multi-cultural environment.

Qualifications

• 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.

Responsibilities

• Receive each guest call in a professional and friendly manner.
• Handle every query in a polite and courteous manner and exceed guest expectations.
• Ensure the proper operation of the switchboard.

Skills

Excellent written and verbal English communication skills

Strong voice modulation abilities

Computer literate

Previous experiences with Opera

Education

Diploma / degree in the hospitality field

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 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

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 following additional competencies:

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