Telephone Operator – Guest Services

About the role

The Telephone Operator is the first voice guests hear at The Ritz-Carlton Abama Resort. You will ensure every call is handled with professionalism, warmth, and efficiency, contributing to the seamless guest experience that defines our luxury brand.

Key responsibilities

• Answer and manage all internal and external telephone calls promptly and courteously.
• Direct calls and guest requests to the appropriate departments, including Front Office, Guest Relations, Housekeeping, Engineering, Security, and Food & Beverage.
• Provide detailed information about resort facilities, dining venues, spa services, activities, transportation, and local attractions.
• Record and deliver messages accurately while maintaining confidentiality.
• Support emergency communication procedures in line with hotel protocols.
• Maintain up‑to‑date operational information and internal directories.
• Assist Front Office operations when needed to enhance overall guest satisfaction.

Required profile

• Warm, confident communication style with a genuine passion for guest service.
• Previous experience in a telephone operator, front office, guest services, or call‑center role, preferably in luxury hospitality.
• Excellent multitasking, organizational, and problem‑solving abilities.
• Calm and composed under pressure while managing multiple priorities.
• Collaborative mindset and ability to work effectively across departments.

Required skills

• Professional telephone etiquette and clear verbal communication.
• Ability to handle confidential information securely.
• Proficiency in using telephone systems and internal directories.