Telephone Operator – Abu Dhabi

at Rotana Hotels
Published October 21, 2024
Location Abu Dhabi, United Arab Emirates
Category Chefs / F&B / Housekeeping / Hospitality  
Job Type Full-time  
Industry Hospitality

Description

Job Summary:
We are looking for dynamic and self-motivated Front Office professionals to join our team as Telephone Operators. In this role, you will be responsible for managing all phone communications with a focus on providing exceptional customer service and enhancing the guest experience during their stay.

 

Responsibilities:

  • Receive and respond to each guest call in a professional and friendly manner, ensuring a welcoming experience.
  • Maintain effective communication with all hotel departments to facilitate seamless service delivery.
  • Handle guest inquiries and requests with politeness and efficiency, striving to exceed expectations.
  • Greet guests by name upon their calls, adhering to the hotel’s service standards.
  • Stay informed about hotel services and local attractions to provide accurate information to guests.
  • Manage guest profiles in the Opera system, ensuring all details are current and accurate.
  • Complete long-distance call vouchers and maintain records on the traffic sheet as required by management.
  • Maintain and execute the guest wake-up call schedule, ensuring timely delivery according to established standards.
  • Operate the switchboard efficiently, ensuring fast and effective transfer of internal and external calls.
  • Take messages for guests and management, delivering them promptly and in accordance with standards.
  • Assist in training new team members on communication protocols and customer service expectations.
  • Monitor call volume and service levels, reporting any issues to management to improve performance.

 

Requirements:

  • Diploma or degree in hospitality or a related field, with previous experience in a similar role preferred.
  • Excellent written and verbal English communication skills, with strong voice modulation and clarity.
  • Proficiency in computer skills, with prior experience using Opera or similar property management systems being an advantage.
  • Strong interpersonal skills, with the ability to connect with guests from diverse backgrounds.
  • Ability to manage multiple tasks effectively and work under pressure in a fast-paced environment.
  • Knowledge of additional languages is a plus.

 

Level of Education:

  • Diploma or degree in hospitality management or a related field.

Work Hours:

  • Full-time, including shifts, weekends, and holidays as required.

Experience in Months:

  • Minimum of 12 months of experience in a customer service or front office role.
Only registered members can apply for jobs.