Telephone Operator

About the role

As a Telephone Operator at SO/ Uptown Dubai you will be the first voice guests hear, linking them with hotel departments and ensuring seamless communication around the clock. The position requires a warm, professional tone and precise handling of guest requests, messages and complaints in line with the brand’s bold and stylish identity.

Key responsibilities

• Answer all incoming internal and external calls with an engaging and professional tone.
• Process guest requests, wake‑up calls, messages and complaints accurately.
• Transfer calls to the appropriate department or guest room.
• Log all interactions in the hotel systems (Opera, HotSOS).
• Maintain up‑to‑date knowledge of hotel services, promotions and emergency procedures.
• Follow SOPs for lost & found, emergency calls and VIP communication.
• Support inter‑departmental communication and guest‑related coordination.
• Ensure guest privacy and security at all times.

Required profile

• Previous experience (at least 1 month) in a similar role, preferably in a luxury or lifestyle hotel.
• Excellent verbal and written English; Arabic or other languages a plus.
• Strong telephone etiquette, multitasking ability and calmness under pressure.
• Flexible schedule including night, weekend and holiday shifts.
• Professional, energetic personality that reflects the SO/ brand.

Required skills

• HotSOS
• Opera
• Mitel
• Avaya