Reception/Telephone Operator(Arabic Speaker)

Marriott Hotels Resorts; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading hotel in Dubai is seeking a dedicated telephone operator to manage calls and guest inquiries efficiently. Successful candidates will have a strong background in customer service, experience in 5-star hotels, and proficiency with hotel management systems. This role demands excellent communication and multitasking skills, as well as the ability to provide exceptional service and maintain hotel operations during busy periods.

Qualifications

• At least 2 years of experience in a similar role in 5-star hotels or resorts.
• Fluency in English plus one additional language.
• Energy, initiative, and a commitment to exceeding expectations.

Responsibilities

• Answer incoming calls and direct to appropriate departments.
• Provide information about hotel services to guests.
• Log all service requests and monitor automated systems.

Skills

Customer Service Orientation

Communication Skills

Team Orientation

Planning and Organization

Diplomacy

Education

High school diploma or higher

Tools

Hotel Property Management System (Opera)

MS Office

Job description

Description

1. POSITION PURPOSE

Speaks clearly, distinctly, and with a friendly, courteous tone. Uses listening skills to put callers at ease and obtain 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. Processes guest wake-up calls.

2. SAFETY AND SECURITY

• Report work-related accidents or injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies to ensure a clean, safe, and secure environment.
• Maintain awareness of undesirable persons on the 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 report them to management and security/safety personnel.

3. DUTIES AND RESPONSIBILITIES

• Answer incoming calls.
• Direct calls to guest rooms, staff, or departments through the switchboard or PBX system.
• Place outgoing calls.
• Receive and deliver messages in a timely and efficient manner.
• Log all service requests, defects, and incidents in GXP.
• Provide information about hotel services to guests.
• Understand the operation of the telephone operator board or PBX switchboard.
• Know the procedures to follow when an emergency call is required.
• Monitor automated systems, including CCTV, when engineering and maintenance departments are closed.
• Ensure room service orders are taken efficiently and accurately for timely delivery.
• Assist in reporting telephone equipment or service complaints and problems.
• Train or assist with training new telephone operators.
• Adhere to health and safety, fire, and bomb threat procedures.
• Multitasking abilities are essential, as the operator may be asked to perform other jobs.
• Answer calls politely and courteously.
• Keep records of calls placed and received, including call charges.
• Update necessary information on PMS/Opera systems.
• Register guests in house in CID system.

4. MINIMUM KNOWLEDGE/EXPERIENCE/TRAINING/QUALIFICATIONS

• High school diploma or higher.
• Knowledge of Hotel Property Management System (Opera), Starguest, and MS Office.
• At least 2 years of experience in a similar role in 5-star hotels or resorts. Experience in remote locations is a strong asset.

Individual qualities include fluency in English plus one additional language, energy, initiative, proactivity, persistence, and a commitment to exceeding expectations.

5. CRITICAL COMPETENCIES

• Customer Service Orientation
• Team Orientation
• Communication Skills
• Planning and Organization
• Diplomacy

At Marriott International, we are dedicated to being an equal opportunity employer, valuing diverse backgrounds, and fostering an inclusive environment. We do not discriminate based on disability, veteran status, or other protected categories by law.