Telephone Operator

Al Zorah Beach Resort; Ajman Emirate; On-site; AED 56,000 - 84,000; Full time

Job summary

Al Zorah Beach Resort in Ajman, United Arab Emirates, is seeking a Telephone Operator for a full-time role. You will be the voice of the resort, handling guest calls, messages, and digital communications with discretion and warmth to support a luxury service experience.

The role requires 1-2 years in a similar position, fluency in English, knowledge of Opera PMS, and a proactive, team-oriented approach to ensure accurate guest profiles and seamless inter-department coordination.

Qualifications

• Minimum 1-2 years of experience as a Telephone Operator or Core Agent in a 5-star luxury hotel or resort.
• Fluent in English; proficiency in Russian or Arabic is a strong advantage.
• Strong telephone etiquette and service-oriented communication skills.
• Familiarity with Opera PMS or similar hotel systems.

Responsibilities

• Answer and direct all internal and external calls with courtesy, efficiency, and poise.
• Manage guest messages and ensure accurate and timely delivery.
• Handle digital communication platforms, including WhatsApp and other messaging systems, with confidentiality and tact.
• Maintain and update guest profiles, preferences, and records in Opera PMS or relevant systems.
• Prepare and circulate daily communication reports and logs.
• Coordinate and follow up on guest requests through the hotel management system.
• Stay fully informed of resort services, promotions, and local events to provide knowledgeable assistance.
• Liaise effectively with the Front Office, Guest Relations, Concierge, and Bell teams to ensure seamless communication.
• Uphold all brand, LQA, and Forbes communication standards in every interaction.

Skills

Fluent English

Russian or Arabic (advantage)

Tools

Opera PMS

Job description

Telephone Operator

Full-time

Location: Al Zorah Beach Resort - Ajman, United Arab Emirates

About Us

Set within a rare natural paradise just a short drive from Dubai, Al Zorah Beach Resort is a sophisticated coastal retreat framed by protected mangroves, white sand beaches, and vibrant lagoons.

As we undergo an exciting transformation guided by the highest global standards in luxury hospitality, this is a unique opportunity to be part of a journey that will culminate in the grand opening of Four Seasons Resort Ajman at Al Zorah in 2028.

From sunrise swims to serene spa moments, our resort reflects understated elegance, thoughtful service, and a deep sense of place. We are building a team that brings the same care, attention, and quiet confidence to every guest interaction.

The Role

As a Telephone Operator, you will be the voice of the resort, creating a warm and lasting first impression for every guest and colleague who reaches out. Your role will be pivotal in ensuring smooth and efficient communication across departments, accurate handling of guest requests, and prompt coordination that supports an exceptional service experience.

This position requires professionalism, discretion, and a naturally welcoming demeanor that reflects the graciousness and precision of the Four Seasons brand.

Key Responsibilities

• Answer and direct all internal and external calls with courtesy, efficiency, and poise.
• Manage guest messages and ensure accurate and timely delivery.
• Handle digital communication platforms, including WhatsApp and other messaging systems, with confidentiality and tact.
• Maintain and update guest profiles, preferences, and records in Opera PMS or relevant systems.
• Prepare and circulate daily communication reports and logs.
• Coordinate and follow up on guest requests through the hotel management system.
• Stay fully informed of resort services, promotions, and local events to provide knowledgeable assistance.
• Liaise effectively with the Front Office, Guest Relations, Concierge, and Bell teams to ensure seamless communication.
• Uphold all brand, LQA, and Forbes communication standards in every interaction.

Qualifications & Experience

• Minimum 1-2 years of experience in a Telephone Operator or Core Agent within a 5-star luxury hotel or resort.
• Fluent in English; proficiency in Russian or Arabic is a strong advantage.
• Strong telephone etiquette and service-oriented communication skills.
• Familiarity with Opera PMS or similar hotel systems.
• Excellent organizational and ability to prioritise tasks effectively.
• Calm, professional, and composed under pressure.
• Impeccable grooming and presentation, with natural warmth and attentiveness.
• A proactive and collaborative team player committed to excellence.