Telephone Operator – Front Office

About the role

We are seeking a dynamic, self‑motivated Telephone Operator to join our front‑office team. You will be the first point of contact for guests, handling inbound calls with professionalism and ensuring every interaction contributes to a memorable stay.

Key responsibilities

• Answer each guest call in a friendly, professional manner.
• Maintain effective communication with all relevant departments to ensure smooth service delivery.
• Handle guest queries politely, exceeding expectations.
• Greet guests by name according to Rotana standards.
• Keep up‑to‑date knowledge of hotel facilities and local services.
• Use the Opera guest profile system to access guest information.
• Process long‑distance call vouchers and record them on the traffic sheet.
• Maintain and execute the guest wake‑up call sheet accurately.
• Operate the switchboard efficiently, transferring internal and external calls.
• Take and relay messages for guests and management following standard procedures.

Required profile

• Diploma or degree in hospitality or a related field.
• Previous experience in a similar front‑office or telephone operator role.
• Excellent written and verbal English communication with strong voice modulation.
• Computer literate; experience with the Opera hotel management system is a plus.
• Customer‑driven, proactive, and able to work well under pressure.
• Team player who thrives in a multicultural environment.

Required skills

• Opera hotel management system