Telephone Operator

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 a professional and customer-focused response to our guests, ensuring their stay will become a memorable experience. Your role will include key responsibilities such as:

1. Receive each guest call in a professional and friendly manner.
2. Maintain effective communication with all related departments to ensure smooth service delivery.
3. Handle every query in a polite and courteous manner and exceed guest expectations.
4. Ensure guests are greeted by name upon calling as per the Rotana Standard.
5. Maintain an up-to-date knowledge of the hotel and local services.
6. Maintain an awareness of guest profiles through the Opera guest profile system.
7. Complete management’s long-distance call vouchers and record them on the traffic sheet.
8. Maintain the guest wake-up call sheet and deliver calls accordingly on time and to the established standard.
9. Ensure the proper operation of the switchboard, resulting in fast and efficient transferring of internal and external calls.
10. 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 essential. Computer literacy and previous experience with Opera are an advantage.

Knowledge & Competencies

The ideal candidate will be customer-driven and possess 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, thriving in working with a multi-cultural team and guests alike, while possessing the following additional competencies:

1. Understanding the Job
2. Taking Responsibility
3. Recognizing Differences
4. Customer Focus
5. Adaptability
6. Teamwork