Telephone Operator

The First Group Hospitality; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading hotel group in Dubai is seeking an experienced receptionist or telephone operator for their property. The role involves ensuring brand standards, handling guest complaints, and maintaining hotel knowledge. Ideal candidates should have over 1 year of experience in hospitality, excellent communication skills, and the ability to work flexible hours. This opportunity promises a dynamic environment in the heart of Dubai.

Qualifications

• 1+ years experience working at the reception or as a telephone operator in a 4* property.
• Proficiency in speaking and writing English.
• Front Office computer literacy.

Responsibilities

• Ensure adherence to brand standards and policies.
• Maintain knowledge of hotel features and services.
• Handle guests’ complaints and resolve problems.
• Greet guests pleasantly and maintain a clean environment.

Skills

Excellent communication skills

Problem-solving skills

Team player

Planning and organizing skills

Flexible working hours

Job description

About The First Group Hospitality

Found in the city's iconic Dubai Marina, The First Collection Marina features 493 stylish rooms and suites, many boasting breathtaking maritime views, while its top-notch facilities and amenities include a rooftop pool, in-house spa, and a 24-hour gym. The hotel offers signature dining experiences, stellar service, and modern amenities. Our hotel is steps away from Dubai Marina’s waterfront promenade and The Walk at JBR, while neighbouring attractions can be quickly accessed with our shuttle service. Additionally, guests get exclusive access to Soluna Restaurants and Beach Club, on the Palm Jumeirah. The First Collection Marina is part of The First Collection portfolio, an award‑winning brand embodying authentic, value‑driven experiences, emphasising comfort and ease in each bespoke accommodation. Our hotels, each teeming with their own character, transcend conventional stays, offering immersive experiences designed for genuine connections.

Responsibilities

• 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.

Qualifications

• 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.