Telephone Operator

Grand Millennium Al Wahda; Abu Dhabi; On-site; AED 45,000 - 78,000; Full time

Job summary

Grand Millennium Al Wahda is seeking a Telephone Operator to deliver professional, guest-centric phone support and to help create a memorable stay for guests in Abu Dhabi. You will handle calls with warmth, greet guests by name, and stay informed about hotel services to assist inquiries.

The role requires a polite, efficient telephone manner, strong customer service skills, and the ability to multitask across departments and the switchboard.

Qualifications

• Experience in Telephone Operator or guest services preferred.
• Excellent English; other languages a plus.
• Professional and pleasant telephone manner.
• Strong customer service and interpersonal skills.
• Able to handle multiple calls and guest requests efficiently.
• Basic computer and hotel system knowledge preferred.
• Flexible to work shifts, weekends, and public holidays.
• Positive, well-organized, and detail-oriented.

Responsibilities

• Professionally and warmly receive each Guest call, ensuring a friendly interaction.
• Foster effective communication with all relevant departments to ensure seamless service delivery.
• Address every query with politeness and courtesy, consistently exceeding Guest expectations.
• Greet Guests by name upon calling, adhering to the established standard.
• Keep abreast of the Hotel's services and local offerings, maintaining up-to-date knowledge.
• Cultivate awareness of Guest profiles through the Opera Guest profile system.
• Complete long-distance call vouchers and accurately record them on the traffic sheet.
• Manage the Guest wake-up call sheet, delivering calls promptly and meeting established standards.
• Ensure the smooth operation of the switchboard, facilitating fast and efficient internal and external call transfers.
• Take messages for Guests and Management in accordance with prescribed standards.
• Uphold environmental, health, and safety standards in alignment with organizational policies.
• Adhere to the company’s environmental, health, and safety procedures and policies.

Skills

Customer service

Phone etiquette

Multitasking

Interpersonal skills

English proficiency

Hospitality experience

Tools

Opera Guest profile system

Job description

As a Telephone Operator, your role is to prioritize each phone call, delivering a professional and customer-focused response to our Guests, with the aim of creating a memorable and positive experience during their stay.

Key Job Responsibilities

• Professionally and warmly receive each Guest call, ensuring a friendly interaction.
• Foster effective communication with all relevant departments to ensure seamless service delivery.
• Address every query with politeness and courtesy, consistently exceeding Guest expectations.
• Greet Guests by name upon calling, adhering to the established standard.
• Keep abreast of the Hotel's services and local offerings, maintaining up-to-date knowledge.
• Cultivate awareness of Guest profiles through the Opera Guest profile system.
• Complete long-distance call vouchers and accurately record them on the traffic sheet.
• Manage the Guest wake-up call sheet, delivering calls promptly and meeting established standards.
• Ensure the smooth operation of the switchboard, facilitating fast and efficient internal and external call transfers.
• Take messages for Guests and Management in accordance with prescribed standards.
• Uphold environmental, health, and safety standards in alignment with organizational policies.
• Adhere to the company’s environmental, health, and safety procedures and policies.

Qualifications

• Previous experience as a Telephone Operator, Guest Service Agent, or similar hospitality role preferred.
• Excellent English communication skills; additional languages are an advantage.
• Clear, pleasant, and professional telephone manner.
• Strong customer service and interpersonal skills.
• Able to handle multiple calls and guest requests efficiently.
• Basic computer and hotel system knowledge preferred.
• Flexible to work shifts, weekends, and public holidays.
• Positive attitude, well-organized, and attentive to detail.