Telephone Operator at InterContinental Dubai Marina Hotel & Residences

InterContinental Hotels Group; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury hotel chain in Dubai is seeking a Telephone Operator to be the primary contact for guest inquiries and service requests. The ideal candidate will have 1-2 years of relevant experience, strong English communication skills, and be adaptable to flexible working hours. This position offers a competitive salary and a range of benefits including discounts and training opportunities.

Benefits

Competitive salary

Room discounts

Industry-leading training

Qualifications

• 1-2 years in a similar role; experience in guest services preferred.
• Strong English skills; knowledge of additional languages is a plus.
• Flexible hours and comfortable with rotating shifts.
• Impeccable grooming and presentable appearance essential.
• Ability to communicate effectively in various forms.

Responsibilities

• Act as primary contact for guest inquiries over the phone.
• Log guest requests in the hotel's response system.
• Follow up on service requests to ensure satisfaction.
• Handle guest communication such as wake-up calls and messages.
• Assist with requests related to in-room dining and housekeeping.

Skills

Interpersonal skills

Excellent command of English

Adaptability as a team player

Excellent communication skills

Job description

Telephone Operator at InterContinental Dubai Marina Hotel & Residences

As the world’s largest family of luxury hotels, we pride ourselves on being genuine ambassadors of the InterContinental brand. Our passion for luxury travel spans cultures and customs, creating warm and sophisticated experiences for those seeking a richer perspective on the world.

Each hotel cultivates a distinctive style and ambiance, embracing every opportunity to provide guests with personal and enriching experiences.

If you're eager to embrace a wider world of experiences and opportunities, we welcome you to join InterContinental Dubai Marina Hotel & Residences as a Guest Service Agent.

InterContinental Dubai Marina is a Five Star luxury hotel located in the heart of Dubai Marina, featuring 328 rooms and residence suites, flexible event spaces, and a variety of restaurants & bars. With staff representing over 30 languages and countries, the hotel offers an international five-star experience.

Your role will include but not be limited to:

• Being the primary point of contact for all guest inquiries, requests, and grievances via phone, handling each call with charm, professionalism, and efficiency.
• Accurately logging guest requests and incidents in the hotel's QEMS rapid response system, and dispatching them to the appropriate departments.
• Ensuring timely follow-up on all service requests, keeping guests informed and satisfied at every step.
• Handling wake-up calls, voicemail, messages, and emails for guests, maintaining privacy and clarity in communication.
• Supporting in-room dining, laundry, housekeeping, and engineering requests by coordinating with internal departments.
• Maintaining complete knowledge of hotel operations, group arrivals, events, dining outlets, and promotions to assist guests with accurate and timely information.
• Updating whiteboards, internal logs, and communication boards with real-time information relevant to operations and guest services.
• Demonstrating high attention to detail when assisting with remote check-in/check-out services via Opera, ensuring accuracy and personalized service.
• Monitoring and managing guest complaints or concerns, taking prompt action and following up to ensure full resolution and satisfaction.

Ideally, you'll have some or all of the following qualifications and experience:

• A minimum of 1 to 2 years in a similar role. Experience in guest services is a plus!
• Strong interpersonal skills and excellent command of English, both written and spoken. Knowledge of additional languages is an advantage.
• Comfortable with rotating shifts and flexible hours. You are a team player who adapts well to different situations.
• Impeccable grooming and a presentable appearance are essential.
• Excellent communication skills, whether interacting face-to-face, on the phone, or through written correspondence.

What you can expect from us

We provide our team members with everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits, including impressive room discounts and industry-leading training.

Our mission is to foster inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts is committed to equal employment opportunities, promoting a culture of trust, support, and acceptance. We welcome diverse backgrounds, experiences, and perspectives.

Through our myWellbeing framework, we support wellbeing in your health, lifestyle, and workplace, recognizing that feeling well is essential to working well.

Join us and become part of our growing global family. Apply today and start your exciting career journey with us!