Telephone Operator - Emirati Talent

Rotana Hotels & Resorts; Abu Dhabi Emirate; On-site; AED 60,000 - 120,000; Full time

Job summary

A distinguished hospitality brand in Abu Dhabi is seeking a Telephone Operator. In this role, you will handle guest calls professionally, ensuring a memorable stay through effective communication and service delivery. Ideal candidates should have a hospitality degree and exceptional English skills, along with experience in using Opera software. If you're customer-driven and thrive in a fast-paced, multicultural environment, this opportunity is for you.

Qualifications

• Ideally have a diploma/degree in the hospitality field with previous work experiences.
• Excellent written and verbal English communication skills are essential.
• Computer literate with experience in Opera is an advantage.

Responsibilities

• Receive each guest call in a professional and friendly manner.
• Maintain effective communication with all related departments.
• Handle every query in a polite and courteous manner.
• Ensure guests are greeted by name upon calling.
• Maintain an up-to-date knowledge of the hotel and local services.
• Take messages for guests and management.

Skills

Excellent written and verbal English communication skills

Strong voice modulation abilities

Customer-driven

Ability to work under pressure

Adaptability

Teamwork

Education

Diploma/degree in the hospitality field

Tools

Opera

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 for handling every phone call with importance to provide professional and customer-focused response to our guests, ensuring their stay will become a memorable experience. Your role will include key responsibilities such as:

• Receive each guest call in a professional and friendly manner
• Maintain effective communication with all related departments 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 the following additional competencies:

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