Telephone Operator

FAIRMONT; Ras Al Khaimah; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading luxury resort in Ras Al Khaimah is seeking a Guest Service Agent to handle guest communication, help with reservations, and ensure a high level of customer service. Candidates should possess strong communication skills, attention to detail, and experience in a customer service role. This position offers an opportunity to work in a dynamic team and contribute to creating exceptional guest experiences.

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).

Responsibilities

• Answer incoming calls promptly and professionally.
• Assist guests in making dining, spa, or activity reservations.
• Maintain logs of calls, requests, and complaints.
• Monitor and update the internal communication system.

Skills

Excellent verbal communication skills in English

Proficiency in using telephone systems

Strong multitasking abilities

Attention to detail

Friendly and professional demeanor

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Booking software

Job description

Overview

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.

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.