Telephone Operator - Hotel Guest Services

About the role

Sheraton Hotels & Resorts is hiring a full-time Telephone Operator in Dubai (Al Mamsha Road) within Rooms & Guest Services Operations. The role answers and processes guest calls, requests and concerns, operates the switchboard and supports guests' communication needs.

Key responsibilities

• Answer, record, log and process guest calls, requests, questions and concerns, and operate the telephone switchboard.
• Handle requests such as wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls and non-registered guest calls.
• Advise guests of messages received, monitor busy or unanswered lines, check back with callers on hold and offer to take messages.
• Receive, record and relay messages accurately, activate or deactivate guest room message lights and instruct guests on internet access.
• Test communications equipment, respond to special requests from guests with unique needs and contact the right departments to resolve issues.
• Follow up with guests to confirm their requests were met, dispatch bell or valet staff as needed, and comply with quality assurance standards.
• Welcome guests, assist individuals with disabilities, follow company policies and procedures, and report accidents or unsafe conditions to the manager.

Required profile

• High school diploma or G.E.D. equivalent preferred.
• No related work experience or supervisory experience required.
• Ability to stand, sit or walk for long periods and use computers or POS systems.
• Physical ability to lift and move objects up to 10 pounds without assistance.