Telephone Operator

Kerzner International; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

The Meydan Hotel in Dubai is seeking a dedicated Telephone Operator to manage a 24-hour operations team, ensuring all guest requests, inquiries, and complaints are handled with care. You will answer internal and external calls in a pleasant, clear, and confident manner, coordinating with departments for timely service delivery.

Key duties include handling wake-up calls, transferring calls, and maintaining accurate messages and guest information while upholding Meydan Hotel standards.

Qualifications

• High school diploma or equivalent; hospitality education is a plus.
• Previous hotel telephone operator or communications experience preferred.
• Excellent verbal communication and a professional demeanor.

Responsibilities

• Answer all incoming calls promptly and professionally.
• Provide guests and colleagues with accurate information and directions.
• Transfer calls to the correct department or extension.
• Record and deliver messages accurately and promptly.
• Track guest requests and coordinate with departments for resolution.
• Ensure wake-up calls and outgoing calls are completed on time.
• Maintain knowledge of hotel facilities, services, and local information.

Skills

Verbal communication

Customer service

Multitasking

Attention to detail

Hotel systems

Switchboard

Professional appearance

Education

High school diploma

Hospitality education bonus

Tools

Hotel management systems

Telephone switchboards

Job description

Situated at the heart of Dubai’s world-renowned Meydan Racecourse, The Meydan Hotel offers an elevated hospitality experience where contemporary luxury meets dynamic energy. Overlookingone ofthe world’s most iconic horse racing destinations, our hoteloffersexceptional culinary experiences, spacious rooms with panoramic views, and seamless service to create unforgettable moments for every guest. Whether welcoming leisure travellers, business delegates, or racing enthusiasts, we are driven by a passion to deliver personalised, heartfelt hospitality and to exceed expectations at every turn.

Job Summary

The Telephone Operator manages a 24-hour operational team to ensure all in-house and external guest requests, inquiries, and complaints are handled professionally and efficiently. They answer all incoming calls, both internal and external, in a pleasant, clear, confident, and personalized manner, adhering to Meydan Hotel Standards and ensuring response within three rings. By listening attentively to guest requests, the operator coordinates with relevant departments to guarantee timely and accurate delivery of services, contributing to a seamless and exceptional guest experience.

Key Responsibilities

• Answer all incoming calls promptly, politely, and professionally, adhering to hotel standards and etiquette.
• Provide guests and internal departments with accurate information, assistance, and directions.
• Transfer calls efficiently to the appropriate department or extension.
• Take messages accurately and ensure timely delivery to the intended recipient.
• Record and track guest requests, complaints, and inquiries, coordinating with relevant departments for resolution.
• Ensure all outgoing calls, including wake-up calls, are made accurately and on time.
• Maintain a thorough understanding of hotel facilities, services, promotions, and local information to assist guests effectively.
• Support the Front Office team during peak periods or emergencies as needed.
• Ensure all communication equipment is properly maintained and report any malfunctions promptly.

Skills, Experience & Educational Requirements

• High school diploma or equivalent; further education in hospitality is a plus.
• Previous experience in a hotel telephone operator or communications role preferred.
• Excellent verbal communication skills with a clear and professional tone.
• Strong customer service orientation and interpersonal skills.
• Ability to multitask and work efficiently under pressure.
• Familiarity with hotel management systems and telephone switchboards.
• Attention to detail and accuracy in recording messages and guest information.
• Professional appearance and demeanor.

Our company is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, innovative, inclusive, and inspiring in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.