Guest Experience Telephone Operator

IHG Hotels & Resorts; Abu Dhabi; On-site; AED 67,000 - 100,000; Full time

Benefits offered by this job

Room discounts

Training programs

Wellbeing support

Job summary

IHG Hotels & Resorts is seeking a professional Telephone Operator at InterContinental Abu Dhabi. You will be part of the Front Office team, delivering genuine hospitality and handling guest inquiries with accuracy and care.

You will manage high volumes of calls, coordinate with multiple departments, and help guests with dining, transportation, and service information while maintaining confidentiality and a calm demeanor.

Qualifications

• Excellent verbal communication and telephone etiquette.
• Good listening skills to understand guest requests.
• Ability to multitask and manage a high volume of calls.

Responsibilities

• Answer incoming calls promptly and professionally per hotel standards.
• Greet callers warmly and direct calls to the appropriate department.
• Assist guests with inquiries about facilities, services, hours, and information.
• Record and communicate guest requests to relevant departments for prompt action.
• Follow up to ensure requests are completed to guest satisfaction.
• Handle wake-up calls accurately and reliably.
• Take and deliver messages clearly while maintaining confidentiality.
• Support guests with restaurant, transportation, and other inquiries by connecting with the right team.
• Maintain up-to-date knowledge of facilities, promotions and events.
• Escalate guest feedback calmly to the appropriate team member.
• Maintain logs related to calls and requests.

Skills

Verbal communication

Listening skills

Multitasking

Attention to detail

Calm under pressure

Computer skills

English proficiency

Shift flexibility

Job description

IHG Hotels & Resorts is seeking a professional Telephone Operator at InterContinental Abu Dhabi. You will be part of the Front Office team, delivering genuine hospitality and handling guest inquiries with accuracy and care.

You will manage high volumes of calls, coordinate with multiple departments, and help guests with dining, transportation, and service information while maintaining confidentiality and a calm demeanor.