Telephone Operator

Role overview

Rotana Hotels is seeking a proactive and self-driven Front Office professional to join the team as a Telephone Operator in Mecca. The position focuses on delivering polished, guest-oriented telephone service and helping create a smooth and memorable stay for hotel guests.

What you will do

• Answer every guest call promptly and in a courteous, professional manner.
• Coordinate closely with all relevant departments to keep service delivery seamless.
• Respond to questions and requests with tact and professionalism while aiming to surpass guest expectations.
• Address guests by name when they call, in line with the hotel standard.
• Stay informed about the hotel, its facilities, and nearby local services.
• Track guest details through the Opera guest profile system and use the information appropriately.
• Prepare management long-distance call vouchers and log them on the traffic sheet.
• Maintain the wake-up call list and ensure calls are completed accurately and on schedule.
• Operate the switchboard efficiently so internal and external calls are transferred quickly and correctly.
• Record messages for guests and management following the required standard.

Skills and background

The role calls for someone with a hospitality diploma or degree and relevant prior experience in a similar position. Strong written and spoken English is essential, along with clear voice modulation. Good computer skills are needed, and familiarity with Opera is considered an advantage.

Personal attributes

The right candidate should be guest-focused, energetic, and confident, with a friendly and approachable manner. You should perform well in a busy, high-pressure setting, work effectively in a multicultural environment, and contribute positively as a team player.

Core competencies

• Solid understanding of the role and its requirements
• Accountability and ownership of tasks
• Respect for individual differences
• Strong customer orientation
• Adaptability in changing situations
• Collaborative teamwork