Telephone Operator – Guest Services

About the role

The Telephone Operator ensures smooth internal and external telephone communications for guests, delivering a professional, courteous, and efficient experience while supporting various hotel departments.

Key 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, maintain confidentiality, and update guest information using Opera PMS and the CID system.
• Coordinate with hotel departments to communicate guest requests, manage wake‑up calls, and respond to urgent matters or emergencies.
• Handle guest complaints, lost‑and‑found enquiries, and support the Upselling Program to contribute to revenue generation.

Required profile

• Previous experience in telecommunications, telephone operator, front office or guest services within a hotel environment.
• Good command of written and spoken English; Russian speaker preferred.
• Strong telephone etiquette, communication and interpersonal skills.

Required skills

• Opera PMS
• CID system