Telephone Operator
Job Description
The role is suited for motivated and proactive Front Office professionals seeking career growth. As a Telephone Operator, the responsibility is to handle every incoming call professionally and attentively, providing accurate and courteous assistance to guests and ensuring their experience is smooth, comfortable, and memorable.
Key Responsibilities
- Answer all guest calls in a professional, friendly, and courteous manner, ensuring a positive first impression
- Communicate effectively with relevant departments to ensure smooth and timely service delivery
- Handle every guest query politely and efficiently, aiming to exceed guest expectations
- Greet guests by name on calls, following Rotana standards
- Keep updated knowledge of hotel facilities, services, and local attractions to provide accurate information
- Maintain awareness of guest profiles using the Opera guest profile system to personalize service
- Complete management long-distance call vouchers accurately and record them on the traffic sheet
- Maintain and manage the guest wake-up call schedule, ensuring calls are delivered on time and according to standards
- Ensure the switchboard operates correctly, allowing fast and efficient transfer of internal and external calls
- Take and relay messages for guests and management following established standards
Skill & Experience
- Diploma or degree in Hospitality Management or a related field
- Previous work experience in a similar Front Office or telephone operator role within a hotel
- Excellent written and spoken English communication skills, with clear and professional voice modulation
- Ability to handle guest inquiries efficiently and courteously, maintaining high service standards
- Computer literate, with proficiency in standard office software
- Experience with Opera PMS or similar hotel management systems is an added advantage
- Strong interpersonal skills to communicate effectively with guests, colleagues, and other departments
