Telephone Operator – Hotel Guest Services

About the role

Accor is looking for a friendly and professional Telephone Operator to join its Dubai hotel team. You will be the first point of contact for guests and callers, ensuring prompt, courteous, and efficient assistance in line with the brand’s hospitality standards.

Key responsibilities

• Answer incoming calls promptly, following hotel brand standards and transferring calls to the appropriate departments.
• Provide guests with information about hotel facilities, services, promotions, and handle inquiries, requests, and complaints.
• Manage wake‑up calls, record guest messages, and coordinate with other hotel departments to ensure timely responses.
• Maintain accurate call logs, follow emergency communication protocols, and uphold guest confidentiality.

Required profile

• Minimum 1 year experience as a Telephone Operator, Front Office, or Guest Services staff in a 4‑ or 5‑star hotel.
• High school diploma or equivalent.
• Excellent verbal communication, telephone etiquette and fluency in English; additional languages are a plus.
• Ability to work flexible shifts, including weekends and public holidays, in a fast‑paced, multicultural environment.

Required skills

• Basic computer skills and familiarity with hotel telephone systems.
• Experience with Opera or similar hotel management software.