Telecommunications Agent

AccorHotel; Ras Al Khaimah; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury hospitality group in Ras Al Khaimah is seeking a Phone Operator to manage guest calls and provide excellent service standards. Responsibilities include handling incoming calls, supporting guest requests, and maintaining confidentiality. The ideal candidate will have strong communication skills and customer-focused mindset, with a minimum of 1 year experience in a similar luxury environment. Fluency in English is essential and additional languages, such as Russian, are an asset.

Qualifications

• Minimum 1 year experience in a similar role within a 5-star luxury property.
• Fluent in English; additional languages are an asset.

Responsibilities

• Answer all incoming and internal calls promptly and professionally.
• Provide accurate information about resort facilities and services.
• Handle guest requests and route them to the appropriate department.
• Manage emergency calls and follow established safety procedures.
• Log guest requests and ensure timely resolution.

Skills

Excellent verbal communication skills

Pleasant voice

Strong knowledge of resort services

Multitasking under pressure

Customer-focused mindset

Fluency in English

Knowledge of Russian

Job description

• Answer all incoming and internal calls promptly professionally and in accordance with luxury service standards

• Provide accurate information about resort facilities services events dining options and operating hours

• Handle guest requests efficiently and route them to the appropriate department (Housekeeping Front Office Concierge Engineering etc.)

• Take and relay wake-up call requests ensuring they are executed accurately and on time

• Manage emergency calls calmly and follow established safety and security procedures

• Maintain guest confidentiality and handle sensitive information with discretion

• Log guest requests complaints and follow-ups in the system to ensure timely resolution

• Coordinate with front office and guest services to support VIPs special requests and personalized services

• Operate the hotels PBX/telephone system and ensure correct call routing

• Handle international calls and assist guests with language or communication needs when required

• Maintain a courteous calm and polished telephone etiquette at all times

• Support other departments during peak hours or special events as needed

Qualifications

• Excellent verbal communication and listening skills

• Pleasant voice and professional telephone manner

• Strong knowledge of resort services and layout

• Ability to multitask and remain calm under pressure

• Customer-focused mindset aligned with luxury hospitality standards

• Minimum 1 year experience in a similar role within 5 star luxury property

• Fluent on English language any additional language (Russian) is an asset.

Remote Work

No

Employment Type

Full-time