Telephone Operator

Accorhotel; Abu Dhabi; On-site; AED 48,000 - 72,000; Full time

Job summary

Accor in Abu Dhabi is seeking a Telephone Operator to manage all guest and hotel communications, providing a professional and courteous service. You will handle calls, wake-up reminders, guest requests, and liaise with departments to ensure accurate information and timely responses.

The role requires previous front office or guest services experience in hospitality, strong English communication, and familiarity with hotel systems such as Opera PMS; Arabic speakers are preferred.

Qualifications

• Experience in Telecommunication/Telephone Operator/Front Office or Guest Services in hotel hospitality.
• Good command of written and spoken English; Arabic speaker preferred.
• Strong telephone etiquette, communication, and interpersonal skills.

Responsibilities

• Handle all incoming calls professionally and efficiently, ensuring a personalized and courteous guest experience.
• Greet guests by name and accurately connect calls to extensions or guest rooms.
• Coordinate with hotel departments to ensure guest requests and enquiries are communicated and followed up promptly.
• Monitor the message box and respond to guest requests within the required timeframe.
• Assist with upselling opportunities to contribute to hotel revenue.

Skills

Telephone operator

Front Office

Guest Services

English language

Tools

Opera PMS

CID system

Job description

Company Description

Why work for Accor We are far more than a worldwide leader We welcome you as you are and you can find a job and brand that matches your personality We support you to grow and learn every day making sure that work brings purpose to your life so that during your journey with us you can continue to explore Accor s limitless possibilities By joining Accor every chapter of your story is yours to write and together we can imagine tomorrow s hospitality Discover the life that awaits you at Accor visit https careers accor com Do what you love care for the world dare to challenge the status quo

Job Description

The Telephone Operator is responsible for managing all internal and external telephone communications and ensuring a professional courteous and efficient experience for every caller The role supports smooth guest communication by handling calls requests messages wake-up calls guest enquiries and urgent matters while maintaining accurate guest information and coordinating effectively with the relevant hotel departments

Main Duties amp Responsibilities

Handle all incoming internal and external calls professionally and efficiently ensuring a personalized and courteous guest experience Answer calls promptly greet guests by name in line with hotel standards and accurately connect calls to the appropriate extension or guest room Verify guest details for room-related calls and maintain confidentiality when handling guest information Maintain up-to-date knowledge of the hotel s facilities outlets services and local area to provide accurate information and recommendations Utilize Opera PMS and the CID system accurately and efficiently ensuring guest information is updated in a timely manner Coordinate with relevant hotel departments to ensure guest requests and enquiries are communicated and followed up promptly Monitor the message box and ensure guest requests are recorded accurately and responded to within the required timeframe Handle guest wake-up calls accurately and punctually in accordance with established standards Remain informed about VIP in-house arriving and special-needs guests to ensure appropriate attention and personalized service Respond promptly to urgent matters and emergencies involving guests or the hotel coordinating with Management Security and relevant departments in accordance with established procedures Handle guest complaints and challenging situations professionally using sound judgement and ensuring appropriate follow-up Take and relay messages accurately for guests and management while maintaining confidentiality Handle Lost amp Found enquiries and coordinate with the relevant department as required Actively support the Upselling Program and contribute to hotel revenue-generation opportunities Remain informed about departmental KPIs and contribute towards achieving established targets Support initiatives aimed at enhancing guest satisfaction TrustYou scores and the overall guest experience Ensure relevant guest feedback and information are communicated to the Front Office Manager and Reception Supervisors Attend departmental briefings take accurate notes and follow up on agreed actions Maintain a clean organized and safe working environment at all times Attend scheduled training sessions and actively participate in learning and development activities Maintain effective teamwork and positive working relationships with colleagues across all departments Perform any additional duties and responsibilities assigned in accordance with the operational needs of the hotel nbsp

Qualifications

Previous experience in a Telecommunication Telephone Operator Front Office or Guest Services role within a hotel or hospitality environment is preferred Good command of written and spoken English Arabic Speaker preferred Strong telephone etiquette communication and interpersonal skills Familiarity with Opera PMS and hotel communication systems is an advantage

Previous experience in a Telecommunication, Telephone Operator, Front Office, or Guest Services role within a hotel or hospitality environment is preferred. Good command of written and spoken English; Arabic Speaker preferred. Strong telephone etiquette, communication, and interpersonal skills. Familiarity with Opera PMS and hotel communication systems is an advantage.