Telephone Operator - Emirati Talent

Saadiyat Rotana Resort & Villas; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury resort in Abu Dhabi is seeking a dynamic Telephone Operator to manage guest calls and provide exceptional customer service. The ideal candidate should have a diploma in hospitality and experience in a similar role. Key responsibilities include handling calls professionally, maintaining communication with hotel departments, and ensuring guests receive timely services. Strong communication skills and familiarity with the Opera system are essential. This is an excellent opportunity for individuals looking to advance their careers in the hospitality sector.

Qualifications

• Prior experience in a similar role is essential.
• Excellent customer service skills required.
• Ability to work in a fast-paced environment.

Responsibilities

• Handle all phone calls professionally and courteously.
• Maintain effective communication with hotel departments.
• Ensure timely wake-up calls and other guest services.

Skills

Excellent written and verbal English communication skills

Strong voice modulation abilities

Understanding the Job

Customer Focus

Teamwork

Education

Diploma/degree in hospitality

Tools

Opera system

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

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