Telephone Operator – Front Office

About the role

As a Telephone Operator in the Front Office of InterContinental Abu Dhabi, you will be the first voice guests hear when they call the hotel. You will deliver courteous, efficient service, handling enquiries and routing calls to the right departments.

Key responsibilities

• Answer all internal and external telephone calls promptly and professionally.
• Greet callers warmly and direct them to the appropriate department or colleague.
• Provide guests with information on hotel facilities, services, restaurants, operating hours and events.
• Record guest requests accurately and forward them to the relevant department for timely action.
• Manage wake‑up call requests and ensure they are delivered at the specified time.
• Take and deliver messages while maintaining guest confidentiality.
• Assist guests with restaurant, transportation and other general enquiries by connecting them with the correct team.
• Maintain up‑to‑date knowledge of hotel promotions, events and operational information.
• Handle guest feedback or concerns calmly, escalating when necessary.
• Log call details, requests and follow‑up actions in accordance with hotel procedures.

Required profile

• Previous experience as a Telephone Operator, Front Office Agent, Guest Service Agent or similar guest‑facing role, preferably in a hotel.
• Excellent verbal communication and telephone etiquette.
• Friendly, professional and service‑oriented attitude.
• Ability to work calmly under pressure and maintain confidentiality.

Required skills