Telephone Operator

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

Job summary

A hospitality establishment in Dubai is seeking a professional Telephone Operator to provide outstanding communication services to guests. You will be responsible for answering calls, processing requests, and ensuring seamless interdepartmental communication. The ideal candidate will have previous experience in a similar role, strong communication skills in English, and a warm personality. This position requires flexibility, attention to detail, and the ability to handle confidential information responsibly.

Qualifications

• Previous experience in a similar role.
• High attention to detail and accuracy in handling messages.
• Flexibility to work various shifts, including nights and weekends.

Responsibilities

• Answer all incoming calls with a warm and professional demeanor.
• Process guest requests and complaints efficiently.
• Transfer calls to appropriate departments or guest rooms.

Skills

Excellent verbal and written communication skills in English

Exceptional guest service skills

Strong multitasking abilities

Problem-solving abilities

Tools

Hotel telephone systems

Property management systems (e.g., Opera)

Job description

Job Description

Novotel & Adagio Premium Dubai Al Barsha is seeking a professional and customer-focused Telephone Operator to join our team. As the first point of contact for our guests and a vital link between hotel departments, you will play a crucial role in delivering efficient and personalized communication services.

• Answer all incoming calls, both internal and external, with a warm and professional demeanor
• Process guest requests, messages, wake-up calls, and complaints efficiently and accurately
• Transfer calls to appropriate departments or guest rooms
• Log all calls, requests, and complaints in the hotel's property management system
• Maintain up-to-date knowledge of hotel services, outlets, promotions, and emergency procedures
• Follow standard operating procedures for lost & found, emergency calls, and VIP communication
• Support interdepartmental communication and assist in guest-related coordination
• Ensure guest privacy and security are maintained at all times
• Handle wake-up call requests precisely and follow up on missed calls
• Work closely with Front Office, Concierge, Housekeeping, and Engineering to fulfill guest requests
• Provide information about local attractions, transportation, and services to guests as needed

Qualifications

• Previous experience in a similar role
• Excellent verbal and written communication skills in English; knowledge of Arabic or other languages is a plus
• Proficiency in hotel telephone systems and property management systems (e.g., Opera)
• Exceptional guest service skills and impeccable telephone etiquette
• Strong multitasking abilities and capacity to remain calm under pressure
• High attention to detail and accuracy in handling messages and requests
• Flexibility to work various shifts, including nights, weekends, and holidays
• Basic computer skills and familiarity with office software
• Strong problem-solving abilities and initiative
• Ability to handle confidential information with discretion
• A warm, energetic, and professional personality