Telephone Operator

About the role

Requirements

• Education, Qualifications & Experience
• Ideally, you should hold a diploma or degree in Hospitality or a related field, with previous experience in a similar role. Excellent verbal and written English communication skills are essential, along with a clear speaking voice and strong telephone etiquette. Computer literacy is required, and experience using Opera is an advantage.
• Knowledge & Competencies
• The ideal candidate is customer-focused, highly proactive, and possesses an energetic, positive, and approachable personality. You should be able to perform effectively in a fast-paced environment, work well under pressure, and thrive as part of a multicultural team while providing exceptional service to guests.
• Required Competencies:
• - Understanding the Job
• - Taking Responsibility
• - Recognizing Differences
• - Customer Focus
• - Adaptability
• - Teamwork and Collaboration

Responsibilities

• Key Responsibilities:
• - Answer all guest calls in a professional, friendly, and courteous manner.
• - Maintain effective communication with all departments to ensure seamless service delivery.
• - Handle guest inquiries promptly and professionally, exceeding guest expectations whenever possible.
• - Greet guests by name when answering calls, in accordance with Rotana standards.
• - Maintain up-to-date knowledge of hotel facilities, services, and local attractions.
• - Utilize the Opera guest profile system to remain informed of guest preferences and profiles.
• - Process and record long-distance call charges in accordance with established procedures.
• - Manage guest wake-up call requests and ensure they are delivered accurately and on time.
• - Ensure the efficient operation of the telephone switchboard, transferring internal and external calls promptly and accurately.
• - Take and deliver messages for guests and management in line with company standards.

Skills

• Opera
• Telephone etiquette
• Customer service
• Phone switchboard operations
• Hospitality operations
• Guest relations
• Verbal and written English communication
• Long-distance call processing
• Wake-up call management