Telephone Operator

Roles and responsibilities

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, whereby your role will include key responsibilities such as-

• 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
  

Skills

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, while possessing following additional competencies-

Understanding the Job

Taking Responsibility

Recognizing Differences

Customer Focus

Desired candidate profile

A Telephone Operator plays a vital role in communication, often serving as the first point of contact for callers in various industries such as hospitality, corporate offices, healthcare, or customer service. Below are the key responsibilities, skills, and benefits of this role:

Key Responsibilities

1. Call Management:
   • Answering and routing incoming calls to the appropriate departments or individuals.
   • Handling outgoing calls on behalf of the organization when required.
2. Customer Assistance:
   • Addressing inquiries, providing information, and resolving issues promptly.
   • Offering directions or support based on the caller's needs.
3. Message Handling:
   • Taking detailed messages and ensuring timely delivery to the intended recipients.
   • Maintaining accurate records of calls, messages, or inquiries.
4. System Operation:
   • Operating switchboards, PBX systems, or other telecommunications equipment.
   • Ensuring smooth communication flow through monitoring and troubleshooting systems.
5. Emergency Protocols:
   • Responding effectively to emergency calls and notifying the relevant authorities or teams.
   • Following safety and security procedures during critical situations.
6. Administrative Support:
   • Scheduling appointments, reservations, or services if required.
   • Updating directories and maintaining communication logs.

Essential Skills

1. Communication:
   • Clear and professional verbal communication skills.
   • Active listening to understand caller needs and respond effectively.
2. Multitasking:
   • Managing multiple calls and tasks simultaneously without compromising service quality.
3. Problem-Solving:
   • Quickly addressing caller concerns or rerouting issues to the appropriate personnel.
4. Technical Proficiency:
   • Familiarity with telecommunication systems and basic computer software (e.g., Microsoft Office).
5. Customer Service:
   • A friendly and helpful demeanor to create a positive caller experience.
6. Attention to Detail:
   • Recording and relaying accurate information.