Telephone Operator- Female- Arabic Speaker

Accor; Abu Dhabi; Sur place; AED 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Discounted Accor rates

Academy learning programs

Career development opportunities

CSR involvement

Résumé du poste

Accor in Abu Dhabi is seeking a Telephone Operator to manage all guest and internal calls with professional courtesy and efficiency. You will greet guests by name, connect calls, and relay messages while maintaining confidentiality and updating guest records in Opera PMS.

Responsibilities include handling wake-up calls, VIP guest needs, coordinating with various departments, and supporting upselling initiatives to contribute to hotel revenue.

Qualifications

• Previous experience in a Telecommunication, Front Office, or Guest Services role is preferred.
• Strong written and spoken English; Arabic a plus.
• Familiarity with hotel CRM and guest data handling is advantageous.
• Excellent interpersonal and guest service skills.

Responsabilités

• Handle all incoming calls professionally and efficiently, ensuring a courteous guest experience.
• Greet guests by name and connect calls to the correct extension or room.
• Verify guest details for room-related calls and maintain confidentiality.
• Maintain up-to-date knowledge of hotel facilities and services for accurate information.
• Use Opera PMS and CID system to update guest information quickly.
• Coordinate with hotel departments to fulfill guest requests promptly.
• Monitor messages and respond to guest inquiries within required timeframes.
• Handle wake-up calls accurately and punctually.
• Assist VIP and special-needs guests with personalized service.
• Respond to urgent matters with Management and Security as required.
• Take and relay messages accurately while maintaining confidentiality.
• Attend briefings and cooperate across departments to improve guest satisfaction.
• Support upselling initiatives to contribute to hotel revenue.

Connaissances

Excellent communication

Telephone etiquette

English proficiency

Arabic language

Outils

Opera PMS

CID system

Description du poste

• Full-time
• Job-Category: Rooms
• Job Type: Permanent
• Job Schedule: Full-Time

Company Description

"Why work for Accor?"

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job Description

The Telephone Operator is responsible for managing all internal and external telephone communications and ensuring a professional, courteous, and efficient experience for every caller. The role supports smooth guest communication by handling calls, requests, messages, wake-up calls, guest enquiries, and urgent matters while maintaining accurate guest information and coordinating effectively with the relevant hotel departments.

Main Duties & Responsibilities

• Handle all incoming internal and external calls professionally and efficiently, ensuring a personalized and courteous guest experience.
• Answer calls promptly, greet guests by name in line with hotel standards, and accurately connect calls to the appropriate extension or guest room.
• Verify guest details for room-related calls and maintain confidentiality when handling guest information.
• Maintain up-to-date knowledge of the hotel's facilities, outlets, services, and local area to provide accurate information and recommendations.
• Utilize Opera PMS and the CID system accurately and efficiently, ensuring guest information is updated in a timely manner.
• Coordinate with relevant hotel departments to ensure guest requests and enquiries are communicated and followed up promptly.
• Monitor the message box and ensure guest requests are recorded accurately and responded to within the required timeframe.
• Handle guest wake-up calls accurately and punctually in accordance with established standards.
• Remain informed about VIP, in-house, arriving, and special-needs guests to ensure appropriate attention and personalized service.
• Respond promptly to urgent matters and emergencies involving guests or the hotel, coordinating with Management, Security, and relevant departments in accordance with established procedures.
• Handle guest complaints and challenging situations professionally, using sound judgement and ensuring appropriate follow-up.
• Take and relay messages accurately for guests and management while maintaining confidentiality.
• Handle Lost & Found enquiries and coordinate with the relevant department as required.
• Actively support the Upselling Program and contribute to hotel revenue-generation opportunities.
• Remain informed about departmental KPIs and contribute towards achieving established targets.
• Support initiatives aimed at enhancing guest satisfaction, TrustYou scores, and the overall guest experience.
• Ensure relevant guest feedback and information are communicated to the Front Office Manager and Reception Supervisors.
• Attend departmental briefings, take accurate notes, and follow up on agreed actions.
• Maintain a clean, organized, and safe working environment at all times.
• Attend scheduled training sessions and actively participate in learning and development activities.
• Maintain effective teamwork and positive working relationships with colleagues across all departments.
• Perform any additional duties and responsibilities assigned in accordance with the operational needs of the hotel.

Qualifications

• Previous experience in a Telecommunication, Telephone Operator, Front Office, or Guest Services role within a hotel or hospitality environment is preferred.
• Good command of written and spoken English; Arabic Speaker preferred.
• Strong telephone etiquette, communication, and interpersonal skills.
• Familiarity with Opera PMS and hotel communication systems is an advantage.

Additional Information

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world
• Ability to make a difference through our Corporate Social Responsibility activities