Telephone Operator

The First Group Hospitality; Dubai; On-site; AED 33,000 - 54,000; Full time

Job summary

The First Group Hospitality is seeking a guest-focused Front Office Associate for TRYP by Wyndham Dubai. You will be the first point of contact for guests, handling check-in/out, orders, and inquiries with a courteous, professional demeanor.

Ideal candidates have at least 1+ years at a 4-star property, strong English communication, and flexibility to work rotating shifts to ensure guest satisfaction and hotel operations run smoothly.

Qualifications

• Front desk experience in a hotel setting.
• Strong communication and guest-relations skills.
• Ability to handle high-volume guest interactions with professionalism.

Responsibilities

• Ensure brand standards, policies and procedures are followed at all times.
• Answer external calls and direct them per standard etiquettes.
• Take in-room dining orders and enter into MICROS system.
• Handle guest complaints and resolve issues promptly.
• Assist with check-in/check-out via appropriate portal and systems.
• Log service requests in internal ticketing tools and coordinate with teams.

Skills

Reception experience

Telephone operator

English proficiency

Team player

Flexible hours

Job description

Overview

About The First Group Hospitality:

The First Group Hospitality is a Dubai-headquartered, full-service hospitality management company specialising in hotel operations, asset management, and F&B strategy. With a team of industry veterans and a proven track record, the company delivers tailored solutions that enhance efficiency, optimise revenue, and maximise asset value for investors and hotel owners. As a trusted third-party hotel management provider, The First Group Hospitality partners with leading global brands to drive operational excellence and long-term profitability, thanks to expertise spanning property performance optimisation, cost management, and guest experience enhancement. Beyond management, The First Group Hospitality develops and operates a dynamic portfolio of upscale hotels, residences, and award-winning restaurants, creating high-value hospitality assets that stand out in the market. For more information, visit tfghospitality.com About TRYP by Wyndham Dubai:

Situated in Barsha Heights, TRYP by Wyndham Dubai is a vibrant urban retreat, with 650 rooms ranging from studios to premium suites. The hotel features a variety of amenities, including a gym, spa, co-working spaces, and multiple dining options, catering to both business and leisure travellers. Guests can also enjoy exclusive access to Soluna Restaurants & Beach Club on the Palm Jumeirah, offering both dining and beachside relaxation, blending city convenience with a tranquil retreat.

Job Description

• Ensure brand standards, policies and procedures are adhered to at all times.


• Maintain complete knowledge of all hotel features/services, hours of operations, all hotel restaurant food concepts, menu price range, dress code and ambiance, all hotel room types, numbers/names, layout appointments, amenities and locations, all hotel room rates, special packages and promotions, daily house count and expected arrivals/departures scheduled daily group activities, names and locations of meeting/banquet rooms, room availability status for any given day.


• Maintain cleanliness throughout the areas.


• Organize and implement all special needs, personal preferences and amenity distribution in accordance to the department’s standards and procedures.


• Answer and direct all external incoming telephone calls following the standard telephone etiquettes.


• Takes In Room Dining orders from the guests over the telephone. Enters order into MICROS system.


• Communicates special instructions to the kitchen and expediters.


• Handles guests’ complaints and takes action to resolve problems.


• Accepts and relays guests messages, either manually, written or through voice mail system.


• Maintain and update Opera telephone Directory.


• Prepare any admin related tasks delegated by the line manager.


• Takes request for wake up calls and follows through to ensure guests receive their wake up call at the requested time.


• Greets guests with a cheerful and pleasant voice during the conversation.


• Responds to emergency situations calmly, effectively, according to hotel guidelines.


• Actively participate in sending and distributing all incoming and outgoing faxes and messages.


• Understand and know all SOPs for fire evacuation, your role and what is required in Emergency situation.


• Successful completion of the training / certification process.


• Develop and maintain positive and productive working relationships with other employees and departments. Support all co-workers and treat them with dignity and respect.


• Follow, comply and ensure that all guests are checked-in and out from the DTCM e-service portal and CID systems.


• Follow, comply and ensure that all service requests and incidents either requested by a guest and/or associates are logged into FCS/e-connect software in a timely manner.


• Perform any other works as and when assigned by the supervisor and/or management.

Desired Skill & Expertise

• At least 1+ years experience working at the reception or as a telephone operator in a 4* property with 250+ inventory.


• 1 year experience Front Office computer literacy


• Excellent communications skills with Proficiency in speaking and writing English.


• Team player with excellent planning, organizing skills and excellent problem-solving skills.


• Able to work flexible working hours with rotating shifts.


• Pleasant personality and good grooming.