Telephone Operator

Job Description

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 hotel’s 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.

Additional Information