Telephone Operator - Emirati Talent

Job Summary

Saadiyat Rotana Resort & Villas is seeking a proactive and guest-oriented Telephone Operator to join its Front Office team in Abu Dhabi. In this position, you will be the first point of contact for many guests over the phone, so each interaction must be handled in a polished, friendly, and service-driven way to help create a memorable stay.

Key Duties

• Answer incoming guest calls in a warm, professional, and courteous manner.
• Coordinate closely with other departments to keep service flowing smoothly.
• Address questions and requests politely while aiming to surpass guest expectations.
• Use guest names when answering calls, following the property’s standard.
• Stay current on hotel facilities, services, and nearby local information.
• Review and use guest details in the Opera profile system to support personalized service.
• Prepare and process management long-distance call vouchers and log them accurately on the traffic sheet.
• Monitor wake-up call requests and ensure they are completed on time and to standard.
• Operate the switchboard efficiently so that internal and external calls are transferred quickly and correctly.
• Record and relay messages for guests and management in line with the required standard.

Education, Experience, and Skills

The role is suited to candidates with a diploma or degree in hospitality and prior experience in a similar position. Strong written and spoken English is essential, along with clear voice modulation. Computer skills are required, and familiarity with Opera is considered an advantage.

The successful candidate should be highly customer-focused, energetic, and naturally approachable. You should be comfortable working under pressure in a busy environment, able to collaborate effectively with a multicultural team, and ready to adapt to changing guest needs.

Competencies

• Clear understanding of job duties and service standards
• Accountability and ownership of tasks
• Respect for different people and backgrounds
• Strong customer-service orientation
• Adaptability in a fast-paced setting
• Effective teamwork

Additional Information

This position is part of the Front Office function and is based onsite in Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates.