At Your Service (Arabic/French Speaking)

Luxury Collection; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A premier hotel chain in Dubai is seeking a Telephone Operator to manage guest calls and inquiries. The ideal candidate will deliver exceptional customer service, ensuring that guest needs are met efficiently and courteously. Responsibilities include directing calls, providing accurate information on hotel services, and logging requests. This role requires excellent communication skills, a friendly demeanor, and a strong commitment to guest satisfaction. Competitive salary and benefits available.

Benefits

Professional growth and mentorship

Competitive salary and benefits

Exclusive Marriott privileges

Comprehensive medical and life insurance

Qualifications

• Ability to speak clearly and courteously.
• Skills in managing guest inquiries and service requests.
• Proficient in handling telephone systems and logging service requests.

Responsibilities

• Answer incoming calls and direct them appropriately.
• Provide information about hotel services.
• Log service requests and maintain guest communication.

Skills

Customer Service Orientation

Communication Skills

Team Orientation

Planning and Organization

Diplomacy

Job description

START YOUR JOURNEY WITH US

Can you imagine waking up to the sound of silence where the horizon stretches endlessly and the desert whispers stories of centuries past?

Welcome to Al Maha, a Luxury Collection Desert Resort & Spa, a timeless sanctuary hidden among the rolling dunes of the Dubai Desert Conservation Reserve.

Here, every sunrise paints the sands in gold, and every moment invites you to slow down and reconnect with nature, with purpose, and with yourself.

Among lush palm groves and desert wildlife, our 42 private pool villas offer a world apart, a place where luxury feels natural and authenticity breathes in every detail, from handcrafted interiors to views that blur the line between sky and earth.

Our story is one of heritage, passion, and belonging, and now, it could be yours too.

Join a team that brings the spirit of Arabia to life, crafting experiences as unforgettable as the desert itself.

LOVE WHAT YOU DO EVEN MORE

At Marriott, we believe exceptional guest experiences begin with how we treat our associates.

At Al Maha, you’ll become part of a close-knit family that values passion, purpose, and pride in what we do.

We’re looking for talented and dedicated individuals to join our team, and in return, we offer you the following:

• Professional growth and mentorship guided by some of the region’s most accomplished hoteliers.
• Competitive salary and benefits, including on-property accommodation and full-board meals.
• Exclusive Marriott privileges, discounted stays and dining, plus special rates for friends and family.
• Comprehensive medical and life insurance coverage.
• All the tools, resources, and support you need to excel every day.

OUR EXPECTATIONS FROM THE ROLE

Speaks clearly, distinctly, and with a friendly, courteous tone. Uses listening skills to put callers at ease and obtains accurate, complete information. Answers incoming calls and directs them to guest rooms through the telephone console or to hotel personnel or departments.

Takes and distributes messages for guests, provides information on guest services, and answers inquiries about public hotel events. Provides a paging service for hotel guests and employees. Process guest wake-up calls.

SAFETY AND SECURITY

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Maintain awareness of undesirable persons on property premises.
• Follow property specific procedures for handling emergencies (e.g., evacuations, medical emergencies, natural disasters).
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

DUTIES AND RESPONSIBILITIES

• Answers incoming calls.
• Directs call to guest rooms, staff, or departments through the switchboard or PBX system.
• Places outgoing calls.
• Receives messages and deliver the same in timely and efficient manner.
• Logs all service requests, defects, incidents in GXP.
• Provides information about hotel services to guests.
• Understand the telephone operator board or PBX switchboard operations.
• Knows what action to take when an emergency call is required.
• Monitors automated systems including CCTV when engineering and maintenance department is closed.
• Ensure room service orders are taken efficiently and accurately to be delivered as requested on time.
• Assists in reporting telephone equipment or service complaints and problems.
• Trains or assists with training new telephone operators in performance of job duties.
• Be fully aware of and adhere to health and safety, fire, and bomb threat procedures.
• Multitasking abilities will always come in handy, because a switchboard operator may be asked to do other jobs as well.
• Must be polite and courteous while answering the phone.
• Keep records of calls placed and received by all departments and recording the call charges.
• Update all necessary information on the PMS /Opera.
• Upload all registered guests in house in CID (Criminal Investigation Department) system.

COMMUNICATION & COMPETENCIES

Customer Service Orientation: The jobholder is responsible for carrying out the supervision of guest, and delivery of the full range of guest services. The job will require a person who is sensitive and aware of the customer needs and who has the natural ability to respond to this in an enthusiastic, open, and professional manner.

Team Orientation: The job will need the co­ordination of services from many different departments and persons. In providing the guests with the best possible services from these departments, the titleholder must ensure co‑operation and support from the service providers. They should therefore be aware of the limitations and capabilities of fellow staff, and be willing to participate with others to achieve results.

Communication Skills: The ability to listen, interpret and manage the response to guests is of primary importance in meeting the guest’s expectations and enhancing their appreciation of the resort. Equally, this applies to providing clear and accurate information to the other departments of the resort ensuring the required results achieve the standards necessary.

Planning and Organization: The jobholder is responsible for providing their allocated guests with accurate and timely documentation. A well‑planned and structured approach to the procedures and systems will be great value to the organization and to the trust and comfort of the guests.

Diplomacy: The jobholder, in dealing with the diversity of guests and the many internal departments, will require sensitivity, and the ability to produce clear results from these interactions. Sincere and enthusiastic response to situations, people and departments will be requirement for producing the desired results.

CRITICAL COMPETENCIES

Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

EEO STATEMENT

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people‑first culture. We are committed to non‑discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

ABOUT MARITOWN

The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe’s most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.