Telephone Operator

Job description

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

Key Responsibilities

· 
Guest Communication

·  Answer incoming calls promptly and professionally, providing accurate information about resort services, amenities, and local attractions.
·  Handle guest inquiries, requests, and complaints with a courteous and helpful attitude.
·  Coordinate wake-up calls, messages, and other personalized guest services.
· 
Reservation Assistance

·  Assist guests in making dining, spa, or activity reservations and provide guidance on resort facilities.
·  Accurately process and confirm room reservations, ensuring proper documentation.
· 
Internal Coordination

·  Relay messages and connect calls between guests and internal departments, such as housekeeping, maintenance, or room service.
·  Work closely with front desk and concierge teams to ensure smooth communication and service delivery.
· 
Record Keeping and Reporting

·  Maintain logs of calls, requests, and complaints, ensuring accurate and detailed records.
·  Escalate unresolved issues to the appropriate department or supervisor.
· 
Operational Support

·  Monitor and update the internal communication system, ensuring all team members are informed of important updates.
·  Assist in emergencies by providing clear communication to both guests and staff, following safety protocols.
· 
Guest Satisfaction

·  Uphold the resort's standards of excellence in guest service by ensuring all interactions leave a positive and lasting impression.
·  Actively seek feedback and suggestions from guests to improve telephone services.

Qualifications

·  High school diploma or equivalent; additional hospitality training is a plus.
·  Prior experience in a similar role or customer service is preferred.
·  Excellent verbal communication skills in English (additional languages are an advantage).
·  Proficiency in using telephone systems, booking software, and Microsoft Office Suite.
·  Strong multitasking abilities and attention to detail.
·  Friendly, professional, and patient demeanor, with a commitment to exceptional guest service.