Telephone Operator - Emirati Talent

Hotels; Abu Dhabi; On-site; AED 89,000 - 134,000; Full time

Job summary

Rotana is seeking dynamic Front Office Telephone Operators in Abu Dhabi. The role focuses on handling guest calls with professionalism and delivering personalized service to create memorable stays.

You will manage switchboard operations, assist multiple departments, and maintain guest profiles in Opera, while upholding Rotana standards and guest-centric culture.

Qualifications

• Diploma / degree in the hospitality field.
• Excellent written and verbal English communication skills.
• Computer literate and Opera experience is an advantage.

Responsibilities

• Receive each guest call in a professional and friendly manner.
• Maintain effective communication with related departments to ensure smooth service delivery.
• Handle every query in a polite and courteous manner and exceed guest expectations.
• Greet guests by name upon calling as per Rotana Standard.
• Maintain an up to date knowledge of the hotel and local services.
• Maintain 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 on time and to standard.
• Ensure proper operation of the switchboard for fast and efficient transferring of calls.
• Take messages for guests and management as required.

Skills

English fluency

Customer focus

Team player

Adaptability

Voice modulation

Education

Hospitality degree

Tools

Opera PMS

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

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
• Customer Focus
• Adaptability
• Teamwork