Telephone Operator

FAIRMONT; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A dynamic hotel brand in Dubai is looking for a Guest Relations Associate to handle calls, manage guest requests, and provide exceptional service. The ideal candidate thrives in busy environments, has excellent people skills, and pays attention to detail. This role requires collaboration with departments to ensure seamless service, creating unforgettable experiences for every guest.

Qualifications

• Ability to handle busy situations calmly.
• Friendly and approachable demeanor.
• Skilled at catching details and correcting errors.
• Able to adapt to new systems quickly.
• Dedicated to teamwork and collaboration.
• Maintains confidentiality of guest information.

Responsibilities

• Handle all incoming calls promptly and professionally.
• Know hotel services and local hotspots thoroughly.
• Process guest requests efficiently.
• Relay messages quickly to appropriate team members.
• Address and resolve complaints calmly.
• Manage calls and records accurately.
• Collaborate across departments for seamless service.
• Maintain an organized and welcoming workstation.
• Ensure guest information security.
• Promote a positive environment in every interaction.

Skills

Calm under pressure

People person

Attention to detail

Quick learner

Team player

Job description

Company Description

Founded in 2008 by Serge Trigano and his sons Jérémie and Benjamin (co-founders of Club Med), Mama Shelter is a creator of living spaces and a daily director!

These are atypical places, where everyone feels at home, places born of a blend of influences, freedoms, sensations and emotions. Each Mama tells the story of the city in which it is located, and all influences blend together. We offer our guests a joyful atmosphere and exceptional service at an affordable price. More than just rooms and restaurants, Mama Shelter is a dynamic, a vibe: they are true urban refuges, not only aesthetically pleasing and modern but also popular, welcoming and sexy. Whatever your role, we\'re all here to make the customer experience as unforgettable as possible.

Our mission: to bring little moments of happiness to people. Our growth has enabled us to offer our teams great career paths through internal development and international mobility, and it\'s not a question of diplomas or years of experience. Mama Shelter is part of Ennismore, a creative hotel group rooted in cultures and destinations, with a global portfolio of brands. Ennismore is a joint venture with Accor, founded in 2021.

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Our commitment to diversity and inclusion: Mama is an inclusive company and our ambition is to recruit and promote diverse talent. Our advertisements are gender-neutral, so the masculine gender is used here to lighten the text.

THE MISSION

• Answer & Shine: Handle all incoming calls promptly, professionally, and with that signature Mama energy.
• Information Guru: Know our hotel, services, promos, and local hotspots inside out—so every guest gets the right answer.
• Request Wrangler: Process guest requests—room service, maintenance, or special needs—with speed and accuracy.
• Message Maestro: Relay messages quickly and clearly to the right team member.
• Problem-Solver Extraordinaire: Handle complaints or tricky situations calmly, escalating only when needed.
• System Savvy: Operate calls, voicemails, wake-up services, and keep records in the PMS flawlessly.
• Collaboration Champion: Work closely with all departments to ensure smooth, seamless service.
• Clean & Tidy Pro: Keep your workstation organized and welcoming at all times.
• Confidentiality Hero: Keep guest information secure, respecting privacy at every turn.
• Mama Spirit Ambassador: Spread warmth, friendliness, and good vibes in every interaction.

QUALIFICATIONS

MADE FOR YOU? ONLY IF…

• You\'re calm under pressure: When the lobby gets busy, you keep your cool and get the job done.
• You\'re a people person: Friendly, approachable, and a natural at building connections.
• Details are your thing: You catch every misspelling, misplaced key, and forgotten detail like a hawk.
• You\’re a quick learner: New systems, procedures, or challenges? You\'re ready to adapt and excel.
• You\’re a team player: Collaboration makes your world go round, and you\’re always ready to lend a hand.
• Confidentiality is key: Guest information is safe in your capable hands.

ADDITIONAL INFORMATION

YOUR LITTLE EXTRAS:

• You\’re reliable and consistent: When you say you\’ll deliver, you always follow through.
• You\’re a people person: Guests and teammates love your positive, approachable vibe.
• You build connections: You take time to know your guests, creating lasting impressions.
• You light up the room: Your energy lifts everyone around you, making work a joy.
• You\’re all about the team: From supporting your colleagues to creating a family-like atmosphere, you make it happen.

If you\’re ready to bring your energy, passion, and smile to Mama Shelter Dubai, we\’d love to hear from you! Let\’s make every meal a masterpiece and every shift unforgettable.