Franchise Hotel - Telephone Operator

InterContinental Hotels Group; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A vibrant hotel group is seeking a Telephone Operator to join its team in Dubai. The role is centered around providing exceptional customer service by efficiently managing inbound calls, assisting guests, and ensuring smooth communication across departments. Ideal candidates possess excellent communication skills, a customer-oriented mindset, and prior experience in customer service—particularly in the hospitality sector. You'll join a dynamic work environment that values inclusivity and support.

Benefits

Competitive Salary

Inclusive Work Environment

Career Development Opportunities

Health Benefits

Qualifications

• Previous experience in a customer service or call center role preferred.
• Experience in a hotel or hospitality environment is beneficial.
• Proficient in English, knowledge of Arabic is a plus.

Responsibilities

• Manage incoming and outgoing calls and handle guest inquiries.
• Transfer calls to appropriate departments and ensure accurate record-keeping.
• Assist with reservations and provide general information about hotel services.

Skills

Customer Focus

Communication Skills

Attention to Detail

Problem-Solving

Team Collaboration

Adaptability

Education

High School Diploma

Tools

Opera PMS

PBX Systems

VoIP Systems

Microsoft Office

Job description

[aboutus]

Join voco hotels where every hotel has its unique charm, and our thoughtful hosts create a home away from home. Step by step, we're on a journey towards a sustainable future, treating the planet the same way we do our guests. Seeking individuals with as much character as our vibrant hotels. If you thrive on genuine hospitality, your place is with us at voco hotels

[daytoday]

ROLE DESCRIPTION:

A Telephone Operator plays a crucial role in providing exceptional customer service and ensuring smooth communication between guests, staff, and external parties. He/She will be responsible for managing incoming and outgoing calls, handling guest inquiries, and efficiently directing calls to the appropriate departments or individuals. His exceptional communication skills and professional demeanor will contribute to creating a positive and memorable experience for our guests.

Roles & Responsibilities:

Answering Calls:Professionally and courteously answer incoming calls, promptly addressing guest inquiries, requests, and concerns. Ensure a high level of telephone etiquette is maintained at all times.

Call Transfers:Effectively transfer calls to the appropriate departments or individuals while providing necessary information and maintaining accurate records of call transfers.

Message Management:Accurately record and deliver messages to the intended recipients in a timely manner, ensuring all relevant information is included.
Guest Assistance:Assist guests with general information about the hotel's services, amenities, and local attractions. Provide directions and guidance to guests as needed.

Reservation Support:Assist with guest room reservations, modifications, and cancellations, following established procedures to ensure accuracy and guest satisfaction.

Emergency Response:Handle emergency calls professionally, following established protocols to ensure the safety and well-being of guests and staff.

Communication Coordination:Act as a central point of contact between various departments within the hotel, maintaining effective communication channels to facilitate smooth operations.

Problem Resolution:Identify and resolve guest issues and concerns promptly, ensuring appropriate follow-up and escalation when necessary.

Administrative Support:Provide administrative assistance such as filing, data entry, and maintaining records related to telephone operations as required.

Stay Updated:Keep up-to-date with hotel services, promotions, and events to provide accurate information to guests.

[requirements]

PERSON SPECIFICATIONS:

-Presentable personality and hospitality traits

-Previous experience in a customer service or call center role preferred.

-Experience in a hotel or hospitality environment is beneficial.

FUNCTIONAL PRE-REQUISITIES:

BEHAVIOURAL COMPETENCIES:

Educational Qualifications:

High School Diploma or equivalent is required.

·Customer Focus

·Communication Skills

·Attention to Detail

·Problem-Solving

·Team Collaboration

·Adaptability

Years of Experience:

Max – 4/Min - 2

Industries Acceptable From:

Hospitality, Airlines

Role Specific Qualifications & Training:

Additional certifications in Hospitality, Customer Service, or Communication are advantageous.

Languages Required:

Proficient in English, with knowledge of other languages like Arabic considered a plus.

Computer and Software Proficiency:

Proficient in hotel management systems like Opera PMS for handling reservations, PBX systems for managing calls, and VoIP systems like Cisco for call routing. Familiarity with Microsoft Office (Outlook, Excel, Word) is essential for communication and reporting.

Driving License:

NA

Travel Availability / Time Flexibility:

World Islands – Dubai / Very Essential

Work Relationships:

Internal: Subordinates & Managers

External: Guests/Callers

[benefits]

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life.
We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
So, join us and you’ll become part of our hotel family.