Telephone Operator - Female, Arabic Speaker

About the role

The Telephone Operator manages all internal and external telephone communications at the hotel, ensuring a professional, courteous and efficient experience for every caller. The role supports smooth guest communication by handling calls, requests, messages, wake-up calls, enquiries and urgent matters while keeping accurate guest information and coordinating with the relevant hotel departments.

Key responsibilities

• Handle incoming internal and external calls promptly, greet guests by name and connect them to the right extension or room
• Verify guest details for room calls and keep guest information confidential
• Maintain up-to-date knowledge of the hotel's facilities, outlets, services and the local area
• Use Opera PMS and the CID system accurately and update guest information in a timely way
• Coordinate with hotel departments on guest requests and enquiries, and monitor the message box so requests are answered within the required time
• Handle wake-up calls accurately and punctually, and stay informed about VIP, in-house, arriving and special-needs guests
• Respond to urgent matters and emergencies, coordinating with Management, Security and other departments
• Handle guest complaints and challenging situations professionally, and take and relay messages accurately
• Handle Lost & Found enquiries and support the Upselling Program and departmental KPIs
• Share guest feedback with the Front Office Manager and Reception Supervisors, attend briefings and take notes
• Keep the workplace clean and safe, attend training and support guest satisfaction initiatives

Required profile

• Previous experience in a telecommunication, telephone operator, front office or guest services role in a hotel or hospitality setting is preferred
• Good command of written and spoken English; Arabic speaker preferred
• Strong telephone etiquette, communication and interpersonal skills

Required skills

• Familiarity with Opera PMS and hotel communication systems is an advantage

What we offer

• Employee benefit card with discounted rates at Accor properties worldwide
• Learning programs through the Academies
• Opportunities to develop and grow within the property and across the group
• Corporate Social Responsibility activities