Telephone Operator

Company Description

Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

Job Description

Key Responsibilities

1. Guest Communication
   
   • Answer incoming calls promptly and professionally, providing accurate information about resort services, amenities, and local attractions.
   • Handle guest inquiries, requests, and complaints with a courteous and helpful attitude.
   • Coordinate wake-up calls, messages, and other personalized guest services.
2. Reservation Assistance
   
   • Assist guests in making dining, spa, or activity reservations and provide guidance on resort facilities.
   • Accurately process and confirm room reservations, ensuring proper documentation.
3. Internal Coordination
   
   • Relay messages and connect calls between guests and internal departments, such as housekeeping, maintenance, or room service.
   • Work closely with front desk and concierge teams to ensure smooth communication and service delivery.
4. Record Keeping and Reporting
   
   • Maintain logs of calls, requests, and complaints, ensuring accurate and detailed records.
   • Escalate unresolved issues to the appropriate department or supervisor.
5. Operational Support
   
   • Monitor and update the internal communication system, ensuring all team members are informed of important updates.
   • Assist in emergencies by providing clear communication to both guests and staff, following safety protocols.
6. Guest Satisfaction
   
   • Uphold the resort's standards of excellence in guest service by ensuring all interactions leave a positive and lasting impression.
   • Actively seek feedback and suggestions from guests to improve telephone services.

Qualifications

• High school diploma or equivalent; additional hospitality training is a plus.
• Prior experience in a similar role or customer service is preferred.
• Excellent verbal communication skills in English (additional languages are an advantage).
• Proficiency in using telephone systems, booking software, and Microsoft Office Suite.
• Strong multitasking abilities and attention to detail.
• Friendly, professional, and patient demeanor, with a commitment to exceptional guest service.