Telephone Operator

Job Overview

We are seeking energetic and self-driven Front Office professionals aiming to enhance their careers. As a Telephone Operator at Khalidiya Palace Rayhaan by Rotana, you will manage every inbound call with professionalism and focus on providing excellent customer service, helping to ensure guests have a memorable experience during their stay.

Key Responsibilities

• Answer incoming guest calls courteously and professionally.
• Coordinate effectively with various departments to guarantee smooth service operations.
• Address guest inquiries politely and strive to surpass their expectations.
• Greet guests by name on calls following the Rotana standards.
• Keep updated knowledge about the hotel amenities and local service offerings.
• Utilize the Opera guest profile system to stay informed about guest information.
• Manage long-distance call vouchers for management and document them accurately in the call traffic sheets.
• Maintain and adhere to the guest wake-up call schedules, ensuring timely delivery of calls according to established standards.
• Operate the telephone switchboard efficiently to facilitate swift internal and external call transfers.
• Take and relay messages for guests and management as per required protocols.

Qualifications & Experience

• A diploma or degree in hospitality is preferred along with relevant previous experience in a similar role.
• Proficiency in English communication, both written and spoken, with strong voice modulation skills.
• Basic computer literacy; familiarity with Opera software is advantageous.

Skills and Competencies

• Customer-oriented mindset with a proactive and alert attitude.
• Outgoing and approachable personality conducive to engaging with a multicultural team and diverse guests.
• Ability to work efficiently under pressure in a dynamic environment.
• Excellent teamwork capabilities.
• Understanding and taking responsibility for job duties.
• Adaptability and recognizing interpersonal differences to enhance service delivery.