Telephone Operator

About the role

Rixos, a luxury resort group founded in 2000 in Turkey, is hiring a Telephone Operator in Ras Al-Khaimah. The operator manages all internal and external telephone communications so that every caller receives a professional, courteous and efficient experience, supporting smooth guest communication through calls, requests, messages, wake-up calls, enquiries and urgent matters.

Key responsibilities

• Handle incoming internal and external calls promptly, greet guests by name according to Rixos standards and connect them to the right extension or room.
• Verify guest details for room calls and keep guest information confidential.
• Maintain up-to-date knowledge of the hotel's facilities, outlets, services and the local area.
• Use Opera PMS and the CID system accurately and update guest information in a timely way.
• Coordinate with hotel departments on guest requests and enquiries, and monitor the message box so requests are answered within the required time.
• Handle wake-up calls accurately and punctually, and stay informed about VIP, in-house, arriving and special-needs guests.
• Respond to urgent matters and emergencies, coordinating with Management, Security and other departments.
• Handle guest complaints and challenging situations professionally, and take and relay messages accurately.
• Handle Lost & Found enquiries and support the Upselling Program and departmental KPIs.
• Share guest feedback with the Front Office Manager and Reception Supervisors, attend briefings, take notes and follow up on agreed actions.
• Maintain a clean, organized and safe workplace, attend training and work cooperatively with colleagues.

Required profile

• Previous experience in a telecommunication, telephone operator, front office or guest services role in a hotel or hospitality setting is preferred.
• Good command of written and spoken English; Russian speaker preferred.
• Strong telephone etiquette, communication and interpersonal skills.

Required skills

• Familiarity with Opera PMS and hotel communication systems is an advantage.