Telephone Operator

About Rixos Hotels

Founded in 2000 in Turkey, Rixos Hotels is a pioneer of the ‘ALL Inclusive, ALL Exclusive’ service model, offering guests luxurious stays enriched with global cuisine, live entertainment, sports, wellness experiences, and activities tailored for children and teens. Each property showcases a distinctive ambiance influenced by local culture, international trends, and Turkish heritage, all within a setting of luxurious comfort.

Position Overview

The Telephone Operator plays a vital role in managing all incoming and outgoing calls both internally and externally, ensuring every caller receives professional, courteous, and efficient service. This position enables effective communication between guests and hotel departments, manages requests, messages, wake-up calls, guest inquiries, and handles urgent matters while safeguarding guest information confidentiality.

Key Responsibilities

• Receive and manage all internal and external calls promptly and professionally, providing a personalized experience for guests.
• Greet guests by name following Rixos’ standards and direct calls accurately to the relevant extension or guest room.
• Confirm guest details for room-related calls while maintaining strict confidentiality of guest information.
• Stay well-informed of the hotel's facilities, outlets, services, and local attractions to provide accurate guidance and recommendations.
• Use Opera PMS and CID systems proficiently, maintaining updated and precise guest information.
• Coordinate closely with hotel departments to ensure guest requests and inquiries are addressed timely and effectively.
• Monitor the message box diligently and ensure guest messages are logged and handled within required timelines.
• Manage guest wake-up calls promptly and accurately per set standards.
• Keep current on VIP, in-house, arriving, and guests with special needs to guarantee high-quality, tailored service.
• Act swiftly and coordinate with management, security, and other departments in emergencies or urgent guest situations following established protocols.
• Address guest complaints and challenging interactions professionally, exercising sound judgment and ensuring appropriate follow-up.
• Take messages precisely for guests and management, maintaining confidentiality at all times.
• Handle Lost & Found inquiries and collaborate with appropriate departments as necessary.
• Proactively support the hotel’s Upselling Program and contribute to revenue enhancement initiatives.
• Stay informed on departmental KPIs and actively work towards meeting targets.
• Participate in initiatives to improve guest satisfaction, TrustYou ratings, and the overall guest experience.
• Communicate relevant guest feedback and information promptly to the Front Office Manager and Reception Supervisors.
• Attend departmental briefings, document notes accurately, and follow through on assigned actions.
• Maintain a tidy, organized, and safe workspace consistently.
• Engage in scheduled training sessions and actively pursue professional development opportunities.
• Foster effective teamwork and positive relationships across all hotel departments.
• Perform additional duties as required to meet operational needs.

Qualifications and Skills

• Previous experience in telecommunications, telephone operations, front office, or guest service roles within the hospitality industry is highly preferred.
• Proficient in both written and spoken English; proficiency in Russian is an advantage.
• Excellent telephone manners and strong communication and interpersonal skills.
• Familiarity with Opera PMS and hotel communication technologies is beneficial.