Company Description
Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.
Job Description
The Telephone Operator is responsible for managing all internal and external telephone communications and ensuring a professional, courteous, and efficient experience for every caller. The role supports smooth guest communication by handling calls, requests, messages, wake-up calls, guest enquiries, and urgent matters while maintaining accurate guest information and coordinating effectively with the relevant hotel departments.
Main Duties & 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 and maintain confidentiality when handling guest information.
- Maintain up-to-date knowledge of the hotel’s facilities, outlets, services, and local area to provide accurate information and recommendations.
- Utilize Opera PMS and the CID system accurately and efficiently, ensuring guest information is updated in a timely manner.
- Coordinate with relevant hotel departments to ensure guest requests and enquiries are communicated and followed up promptly.
- Monitor the message box and ensure guest requests are recorded accurately and responded to within the required timeframe.
- Handle guest wake-up calls accurately and punctually in accordance with established standards.
- Remain informed about VIP, in-house, arriving, and special-needs guests to ensure appropriate attention and personalized service.
- Respond promptly to urgent matters and emergencies involving guests or the hotel, coordinating with Management, Security, and relevant departments in accordance with established procedures.
- Handle guest complaints and challenging situations professionally, using sound judgement and ensuring appropriate follow-up.
- Take and relay messages accurately for guests and management while maintaining confidentiality.
- Handle Lost & Found enquiries and coordinate with the relevant department as required.
- Actively support the Upselling Program and contribute to hotel revenue-generation opportunities.
- Remain informed about departmental KPIs and contribute towards achieving established targets.
- Support initiatives aimed at enhancing guest satisfaction, TrustYou scores, and the overall guest experience.
- Ensure relevant guest feedback and information are communicated to the Front Office Manager and Reception Supervisors.
- Attend departmental briefings, take accurate notes, and follow up on agreed actions.
- Maintain a clean, organized, and safe working environment at all times.
- Attend scheduled training sessions and actively participate in learning and development activities.
- Maintain effective teamwork and positive working relationships with colleagues across all departments.
- Perform any additional duties and responsibilities assigned in accordance with the operational needs of the hotel.
Qualifications
- Previous experience in a Telecommunication, Telephone Operator, Front Office, or Guest Services role within a hotel or hospitality environment is preferred.
- Good command of written and spoken English; Russian Speaker preferred.
- Strong telephone etiquette, communication, and interpersonal skills.
- Familiarity with Opera PMS and hotel communication systems is an advantage.
Additional Information
