Telephone Operator
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Key skills for this role
About the Role
Rotana Hotels is seeking a Telephone Operator to handle phone calls professionally and provide customer-focused service. The role includes managing calls, taking messages, and maintaining guest profiles.
Key Skills for This Role
Responsibilities
- Receive each guest call in a professional and friendly manner
- Maintain effective communication with all related departments to ensure smooth service delivery
- Handle every query in a polite and courteous manner and exceed guest expectations
- Ensure guests are greeted by name upon calling as per the Rotana Standard
- Maintain an up to date knowledge of the hotel and local services
- Maintain an awareness of guest profile through the Opera guest profile system
- Complete management’s long distance call vouchers and record them on the traffic sheet
- Maintain the guest wake up call sheet and deliver calls accordingly on time and to the established standard
- Ensure the proper operation of the switchboard, resulting in fast and efficient transferring of internal and external calls
- Take messages for guests and management as per the required standard
Requirements
- Diploma/degree in hospitality field
- Similar previous work experiences
- Excellent written and verbal English communication skills
- Strong voice modulation abilities
- Computer literate
- Experience with Opera is an advantage
Full Job Posting
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 to handle every phone call with importance to provide professional and customer focused response to our guests, ensuring their stay will become a memorable experience.
Key Responsibilities
- Receive each guest call in a professional and friendly manner
- Maintain effective communication with all related department to ensure smooth service delivery
- Handle every query in a polite and courteous manner and exceed guest expectations
- Ensure guests are greeted by name upon calling as per the Rotana Standard
- Maintain an up to date knowledge of the hotel and local services
- Maintain an awareness of guest profile through the Opera guest profile system
- Complete management’s long distance call vouchers and record them on the traffic sheet
- Maintain the guest wake up call sheet and deliver calls accordingly on time and to the established standard
- Ensure the proper operation of the switchboard, resulting in fast and efficient transferring of internal and external calls
- Take messages for guests and management as per the required standard
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 essentials.
- Computer literate and previous experiences with Opera are an advantage.
Knowledge & Competencies
- The ideal candidate will be customer driven and 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, who thrives in working with a multi cultural team and guests alike.
- Understanding the Job
- Taking Responsibility
- Recognizing Differences
- Customer Focus
- Adaptability
- Teamwork
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