Telephone Operator

Fairmont Hotels & Resorts; Ras Al Khaimah; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury resort company in Ras al-Khaimah is seeking a Guest Service Associate to manage guest communications, assist with reservations, and maintain service excellence. Candidates should have a high school diploma and prior customer service experience, with excellent English communication skills and a professional demeanor. This position offers a unique opportunity to contribute to guest satisfaction in a luxurious environment.

Qualifications

• Prior experience in a similar role or customer service is preferred.
• Excellent verbal communication skills in English; additional languages are an advantage.
• Strong commitment to exceptional guest service.

Responsibilities

• Answer incoming calls promptly and professionally.
• Assist guests in making dining, spa, or activity reservations.
• Maintain logs of calls, requests, and complaints.

Skills

Verbal communication skills in English

Multitasking abilities

Attention to detail

Friendly demeanor

Education

High school diploma or equivalent

Tools

Telephone systems

Booking software

Microsoft Office Suite

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.

Key Responsibilities

• Guest Communication

  • Answer incoming calls promptly and professionally, providing accurate information about resort services, amenities, and local attractions.
  • Handle guest inquiries, requests, and complaints with a courteous and helpful attitude.
  • Coordinate wake-up calls, messages, and other personalized guest services.

• Reservation Assistance

  • Assist guests in making dining, spa, or activity reservations and provide guidance on resort facilities.
  • Accurately process and confirm room reservations, ensuring proper documentation.

• Internal Coordination

  • Relay messages and connect calls between guests and internal departments, such as housekeeping, maintenance, or room service.
  • Work closely with front desk and concierge teams to ensure smooth communication and service delivery.

• Record Keeping and Reporting

  • Maintain logs of calls, requests, and complaints, ensuring accurate and detailed records.
  • Escalate unresolved issues to the appropriate department or supervisor.

• Operational Support

  • Monitor and update the internal communication system, ensuring all team members are informed of important updates.
  • Assist in emergencies by providing clear communication to both guests and staff, following safety protocols.

• Guest Satisfaction

  • Uphold the resort's standards of excellence in guest service by ensuring all interactions leave a positive and lasting impression.
  • Actively seek feedback and suggestions from guests to improve telephone services.

Qualifications

• High school diploma or equivalent; additional hospitality training is a plus.
• Prior experience in a similar role or customer service is preferred.
• Excellent verbal communication skills in English (additional languages are an advantage).
• Proficiency in using telephone systems, booking software, and Microsoft Office Suite.
• Strong multitasking abilities and attention to detail.
• Friendly, professional, and patient demeanor, with a commitment to exceptional guest service.