Telephone Supervisor – Front Office

About the role

Rotana Hotels & Resorts is seeking a proactive Telephone Supervisor to lead the switchboard team in delivering exceptional guest service. This full‑time, onsite position ensures every incoming call is handled courteously and efficiently, supporting the overall Front Office operations.

Key responsibilities

• Supervise telephone operators and guarantee all calls are answered promptly and politely according to Rotana standards.
• Maintain up‑to‑date knowledge of hotel facilities and local services, sharing information with the team.
• Monitor guest profiles using the Opera guest profile system and ensure accurate information is available.
• Prepare and adjust the duty roster based on business needs.
• Report any telephone system faults to the local provider after coordination with Front Office, IT, and engineering managers.
• Communicate guest feedback and inter‑departmental issues to the Front Office Manager.
• Ensure the switchboard is fully staffed at all times and manage wake‑up call scheduling.
• Handle complaints, take appropriate action, and keep supervisors informed.

Required profile

• Diploma or degree in hospitality or a related field.
• Minimum of one month experience in a similar telephone or front‑office role.
• Excellent written and verbal English communication.
• Strong voice modulation and a customer‑focused attitude.
• Ability to work under pressure in a multicultural environment.

Required skills

• Voice modulation
• Opera guest profile system