Telephone Operator

PULLMAN; Dubai; On-site; AED 45,000 - 67,000; Full time

Job summary

Accor in Dubai is seeking a friendly Telephone Operator to join our front office team. You will manage hotel communications, answer calls promptly, transfer to the right departments, and provide guests with information about facilities and services.

The ideal candidate has at least 1 year of front desk or guest services experience, excellent verbal English, strong listening skills, and a professional, service-oriented attitude in a fast-paced environment. Weekend and holiday shifts are expected.

Qualifications

• Minimum 1 year of experience in Telephone Operator or Front Office in a hotel.
• Proficient in English with excellent verbal communication.
• Friendly, professional, service-oriented attitude.

Responsibilities

• Answer incoming calls promptly and professionally, following hotel brand standards.
• Transfer calls accurately to the appropriate departments and colleagues.
• Provide guests with information about hotel facilities, services, and promotions.
• Handle guest inquiries, requests, and complaints with courtesy and efficiency.
• Manage wake-up calls and ensure timely delivery of guest messages.
• Coordinate with hotel departments to ensure prompt responses to guest requests.
• Maintain accurate records of calls and requests, where required.
• Handle guest information confidentially and follow hotel communication procedures.
• Follow emergency communication protocols and notify the relevant departments when necessary.
• Maintain excellent telephone etiquette and a professional attitude at all times.

Skills

Verbal communication

Telephone etiquette

Customer service

Multitasking

Teamwork

Attention to detail

Confidentiality

Education

High school diploma

Tools

Opera PMS

Hotel telephone systems

MS Office

Job 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! #BELIMITLESS

Job Description

We are seeking a friendly and professional Telephone Operator to join our team in Dubai, United Arab Emirates. As a Telephone Operator, you will be responsible for managing hotel communications and ensuring all guests and callers receive prompt, courteous, and efficient assistance, reflecting our commitment to exceptional hospitality.

• Answer incoming calls promptly and professionally, following hotel brand standards.
• Transfer calls accurately to the appropriate departments and colleagues.
• Provide guests with information about hotel facilities, services, and promotions.
• Handle guest inquiries, requests, and complaints with courtesy and efficiency.
• Manage wake-up calls and ensure timely delivery of guest messages.
• Coordinate with hotel departments to ensure prompt responses to guest requests.
• Maintain accurate records of calls and requests, where required.
• Handle guest information confidentially and follow hotel communication procedures.
• Follow emergency communication protocols and notify the relevant departments when necessary.
• Maintain excellent telephone etiquette and a professional attitude at all times.

Qualifications

• Minimum 1 year of experience in a Telephone Operator, Front Office, or Guest Services role in a 4- or 5-star hotel.
• High school diploma or equivalent.
• Excellent verbal communication and telephone etiquette.
• Proficient in English; additional languages are an advantage.
• Friendly, professional, and service-oriented personality.
• Basic computer skills; familiarity with hotel telephone systems and Opera or similar hotel management software is preferred.
• Ability to handle multiple calls and guest requests efficiently.
• Strong listening skills and attention to detail.
• Ability to remain calm under pressure and work in a fast-paced environment.
• Flexible to work shifts, including weekends and public holidays.
• Ability to maintain guest confidentiality and follow hotel communication standards.
• Adaptability to work in a multicultural team environment.

Additional Information

Additional Language is an added advantage.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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! #BELIMITLESS