Telephone Operator

Rotana Hotels; Makkah Region; On-site; SAR 48,000 - 120,000; Full time

Job summary

A leading hotel group in Saudi Arabia is seeking a dynamic Front Office professional to enhance guest experience. The ideal candidate should hold a diploma or degree in hospitality and possess excellent communication skills in English. Responsibilities include managing guest calls, maintaining communication across departments, and using the Opera system to enhance service. The role demands adaptability and a strong focus on customer service, ensuring every guest feels welcomed and valued.

Qualifications

• Excellent written and verbal English communication skills are essential.
• Previous work experience in a similar role is preferred.
• Computer literacy is required.

Responsibilities

• Receive each guest call in a professional and friendly manner.
• Maintain effective communication with related departments.
• Handle guest queries professionally to exceed expectations.
• Ensure guests are greeted by name as per the standard.
• Maintain knowledge of the hotel and local services.
• Use the Opera guest profile system for guest profiles.
• Manage long distance call vouchers and record them.
• Maintain the guest wake up call sheet and deliver as per standard.
• Ensure proper operation of the switchboard for call efficiency.
• Take messages for guests and management.

Skills

Customer Focus

Adaptability

Teamwork

Understanding the Job

Taking Responsibility

Voice Modulation

Education

Diploma/degree in hospitality

Tools

Opera

Job description

Overview

We are currently looking for dynamic, and self motivated Front Office professionals who want to move their careers forward.

Responsibilities

• 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

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