Telephone Operator

The First Group Hospitality; Dubai Emirate; On-site; AED 36,000 - 60,000; Full time

Job summary

The First Group Hospitality, Dubai-based, seeks a Front Office Receptionist for TRYP by Wyndham Dubai in Barsha Heights. You will warmly greet guests, handle wake-up calls, take In Room Dining orders, relay messages, manage telephone calls, and maintain flawless front desk operations in a busy 4-star environment, ensuring guest satisfaction from arrival to departure.

Candidate must have 1+ year reception experience in a 4-star property with 250+ inventory, proficient English, and strong

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 problem-solving abilities
• Able to work flexible working hours with rotating shifts
• Pleasant personality and good grooming

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 concepts, menu price range, dress code and ambiance, all room types, layout, amenities and locations, room rates, packages and promotions, daily house count and arrivals/departures.
• Maintain cleanliness throughout the areas.
• Organize and implement all special needs, personal preferences and amenity distribution in line with department standards.
• Answer and direct external telephone calls following standard etiquette.
• Takes In Room Dining orders over the telephone and enters order into MICROS system.
• Communicate special instructions to kitchen and expediters.
• Handle guest complaints and take action to resolve problems.
• Accept and relay guest messages, manually, written or via voicemail.
• Maintain and update Opera telephone Directory.
• Prepare admin tasks delegated by the line manager.
• Take wake-up call requests and ensure timely delivery.
• Greet guests with a cheerful and pleasant voice.
• Respond to emergencies calmly according to hotel guidelines.
• Distribute incoming/outgoing faxes and messages.
• Follow SOPs for fire evacuation and emergency situations.
• Develop and maintain positive working relationships with other employees and departments.
• Ensure all guests are checked in/out via DTCM e-service portal and CID systems.
• Log service requests/incidents in FCS/e-connect software.
• Perform other duties as assigned by supervisor/management.

Skills

Reception experience

FO software

English fluency

Team player

Flexible hours

Grooming

Job description

Overview

About The First Group Hospitality:

The First Group Hospitality is a Dubai-headquartered, full-service hospitality management company specialising in hotel operations, asset management, and F&B strategy. With a team of industry veterans and a proven track record, the company delivers tailored solutions that enhance efficiency, optimise revenue, and maximise asset value for investors and hotel owners. As a trusted third-party hotel management provider, The First Group Hospitality partners with leading global brands to drive operational excellence and long-term profitability, thanks to expertise spanning property performance optimisation, cost management, and guest experience enhancement. Beyond management, The First Group Hospitality develops and operates a dynamic portfolio of upscale hotels, residences, and award-winning restaurants, creating high-value hospitality assets that stand out in the market. For more information, visit tfghospitality.com About TRYP by Wyndham Dubai:

Situated in Barsha Heights, TRYP by Wyndham Dubai is a vibrant urban retreat, with 650 rooms ranging from studios to premium suites. The hotel features a variety of amenities, including a gym, spa, co-working spaces, and multiple dining options, catering to both business and leisure travellers. Guests can also enjoy exclusive access to Soluna Restaurants & Beach Club on the Palm Jumeirah, offering both dining and beachside relaxation, blending city convenience with a tranquil retreat.

Job Description

• 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.

Desired Skill & Expertise

• 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.