Telephone Operator

Hyde Johannesburg Rosebank; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

SO/ Uptown Dubai is seeking a Telephone Operator to be the first voice our guests hear, ensuring exceptional communication and service in alignment with the hotel's stylish brand. This role requires managing calls, guest interaction, and coordination among departments, supporting a seamless guest experience.

Qualifications

• Previous experience in a similar role in a luxury hotel environment preferred.
• Excellent communication skills in English; Arabic is a plus.
• Ability to multitask and handle confidential information.

Responsibilities

• Answer all incoming calls with a warm, engaging tone.
• Process guest requests and complaints efficiently.
• Transfer calls to correct departments.

Skills

Excellent communication skills

Confidential information handling

Multitasking

Guest service

Telephone etiquette

Tools

Opera

Avaya

Mitel

Job description

Company Description

SO/ is a coveted collection of hotels, rooted in the world of fashion. Making its stylish debut on the global hotel scene in 2011, SO/ continues to command attention with its avant-garde design and creative approach to the world of luxury.

Job Description

As a Telephone Operator at SO/ Uptown Dubai, you will be the first voice our guests hear and a vital link between hotel departments. Your role is to deliver efficient, warm, and personalized communication in line with SO/’s bold and stylish brand values. You will handle all internal and external calls with professionalism, ensuring prompt service, accurate messaging, and seamless guest experiences 24/7.

Key Responsibilities

• Answer all incoming calls, internal and external, with a warm, engaging, and professional tone.
• Process guest requests, messages, wake-up calls, and complaints efficiently and accurately.
• Transfer calls to the correct departments or guest rooms as appropriate.
• Log all calls, requests, and complaints in the system (e.g., Opera / HotSOS).
• Maintain up-to-date knowledge of hotel services, outlets, promotions, and emergency procedures.
• Follow standard operating procedures (SOPs) for lost & found, emergency calls, and VIP communication.
• Support communication between departments 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.
  
  

Qualifications

• Previous experience in a similar role in a luxury or lifestyle hotel environment preferred.
• Excellent communication skills in English (verbal & written); Arabic or other languages is a plus.
• Knowledge of hotel telephone systems (e.g., Avaya, Mitel) and property management systems (e.g., Opera).
• Exceptional guest service and telephone etiquette.
• Ability to multitask, stay calm under pressure, and handle confidential information.
• High attention to detail and accuracy in handling messages and requests.
• Flexible schedule, including night, weekend, and holiday shifts.
• A warm, energetic, and professional personality in line with SO/ brand identity.
  
  

Additional Information

Desirable Qualities

• Passionate about lifestyle luxury hospitality and guest engagement.
• Tech-savvy and comfortable using multiple systems.
• A proactive team player with a can-do attitude.
• Ability to work independently and take initiative.
• Familiarity with Accor brand standards and Heartist culture is a plus.
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