Telephone Operator

The Telephone Operator is responsible for managing all internal and external telephone communications and ensuring a professional courteous and efficient experience for every caller. The role supports smooth guest communication by handling calls requests messages wake-up calls guest enquiries and urgent matters while maintaining accurate guest information and coordinating effectively with the relevant hotel departments.

Main Duties & Responsibilities

• Handle all incoming internal and external calls professionally and efficiently ensuring a personalized and courteous guest experience.
• Answer calls promptly greet guests by name in line with Rixos standards and accurately connect calls to the appropriate extension or guest room.
• Verify guest details for room-related calls and maintain confidentiality when handling guest information.
• Maintain up-to-date knowledge of the hotels facilities outlets services and local area to provide accurate information and recommendations.
• Utilize Opera PMS and the CID system accurately and efficiently ensuring guest information is updated in a timely manner.
• Coordinate with relevant hotel departments to ensure guest requests and enquiries are communicated and followed up promptly.
• Monitor the message box and ensure guest requests are recorded accurately and responded to within the required timeframe.
• Handle guest wake-up calls accurately and punctually in accordance with established standards.
• Remain informed about VIP in-house arriving and special-needs guests to ensure appropriate attention and personalized service.
• Respond promptly to urgent matters and emergencies involving guests or the hotel coordinating with Management Security and relevant departments in accordance with established procedures.
• Handle guest complaints and challenging situations professionally using sound judgement and ensuring appropriate follow-up.
• Take and relay messages accurately for guests and management while maintaining confidentiality.
• Handle Lost & Found enquiries and coordinate with the relevant department as required.
• Actively support the Upselling Program and contribute to hotel revenue-generation opportunities.
• Remain informed about departmental KPIs and contribute towards achieving established targets.
• Support initiatives aimed at enhancing guest satisfaction TrustYou scores and the overall guest experience.
• Ensure relevant guest feedback and information are communicated to the Front Office Manager and Reception Supervisors.
• Attend departmental briefings take accurate notes and follow up on agreed actions.
• Maintain a clean organized and safe working environment at all times.
• Attend scheduled training sessions and actively participate in learning and development activities.
• Maintain effective teamwork and positive working relationships with colleagues across all departments.
• Perform any additional duties and responsibilities assigned in accordance with the operational needs of the hotel.

Qualifications :

• Previous experience in a Telecommunication Telephone Operator Front Office or Guest Services role within a hotel or hospitality environment is preferred.
• Good command of written and spoken English; Russian Speaker preferred.
• Strong telephone etiquette communication and interpersonal skills.
• Familiarity with Opera PMS and hotel communication systems is an advantage.

Remote Work :

No

Employment Type :

Full-time