Telephone Operator

About the role

A hotel belonging to the Accor network, which brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations, is looking for a full-time Telephone Operator in Dubai. The role is central to guest service, answering calls, handling requests and keeping guests informed.

Key responsibilities

• Answer all incoming calls promptly, professionally and courteously according to hotel standards, directing and transferring them to the right departments or colleagues.
• Handle guest inquiries, requests and complaints, ensuring timely assistance and follow-up.
• Provide accurate information on facilities, services, outlets and opening hours.
• Manage wake-up call requests and record and relay guest messages confidentially.
• Coordinate with Front Office, Housekeeping, Engineering and other departments to meet guest needs.
• Handle emergency calls and follow hotel safety and emergency procedures.
• Maintain records of calls, requests and important communications, and check that telephone equipment works, reporting technical issues.
• Promote hotel facilities and services and maintain excellent guest service standards.

Required profile

• High school diploma or equivalent; hospitality qualification is an advantage.
• At least 1 year of experience in a similar role, preferably in a 4- or 5-star hotel.
• Ability to work flexible shifts, including weekends and public holidays.
• Professional, well-organized and able to stay calm under pressure.

Required skills

• Excellent verbal communication and telephone etiquette; good command of English, with additional languages an advantage.
• Familiarity with hotel telephone systems and Opera PMS is preferred.
• Strong customer service, multitasking and problem-solving skills.