Supervisor 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

Customer Focus

Desired candidate profile

• Answering Incoming Calls:

  • Answering phone calls promptly and professionally, providing excellent customer service.
  • Determining the nature of the call and directing it to the appropriate department, extension, or individual.
  • Taking accurate messages when necessary and ensuring they are delivered to the correct person in a timely manner.

• Making Outgoing Calls:

  • Placing outgoing calls on behalf of the organization or specific departments as required.
  • Assisting with telemarketing or outreach campaigns in some cases.

• Handling Customer Inquiries:

  • Providing general information about the company, products, or services.
  • Answering routine questions or providing assistance with queries related to appointments, services, or policies.
  • Maintaining a professional and courteous demeanor while dealing with customers and clients over the phone.

• Routing Calls and Managing Call Transfers:

  • Effectively routing calls to the right departments or individuals, ensuring callers are connected with the correct person.
  • Managing internal call transfers for various teams and personnel, ensuring smooth communication.

• Managing Phone System Equipment:

  • Operating and maintaining the organization’s telephone system, including handsets, headsets, and communication platforms.
  • Troubleshooting minor issues with the phone system or equipment.

• Taking and Delivering Messages:

  • Recording and delivering messages accurately when the intended recipient is unavailable.
  • Ensuring the information is clear and complete so the recipient can follow up as needed.

• Maintaining Telephone Logs:

  • Keeping records of incoming and outgoing calls, including times, durations, and the nature of the calls.
  • Maintaining logs of phone inquiries and following up on pending matters.

• Providing Emergency Communication:

  • Handling emergency calls and ensuring the correct action is taken quickly, especially in hotels, hospitals, or large organizations.
  • Ensuring critical information is passed along to the right team or individual in emergencies.

• Handling Basic Administrative Tasks:

  • Supporting administrative tasks such as filing, scheduling appointments, or assisting with bookings (e.g., hotel reservations, meeting room bookings).

• Maintaining Customer and Client Confidentiality:

  • Keeping customer information confidential, especially in sectors like healthcare or legal services.