Telephone Operator - Front Office

Accor Group; Dubai; On-site; AED 67,000 - 89,000; Full time

Job summary

Swissotel Al Murooj in Dubai, United Arab Emirates seeks a Telephone Operator to support the Front Office with warm, professional service. You will handle guest inquiries, maintain records, and assist with daily operations to ensure a smooth, welcoming guest experience.

The role requires a minimum of one year in a telephone/operator front office setting, strong English skills, and a customer-centric approach. On-site work in Dubai is essential.

Qualifications

• College graduate or equivalent qualification from a recognised institution.
• Minimum one year of proven professional experience in a telephone operator or front office reception role.
• Demonstrated proficiency with computer systems and standard office software.
• Excellent verbal and written communication skills in English.
• Strong customer service orientation and commitment to service excellence.

Responsibilities

• Answer guest calls promptly and route inquiries appropriately.
• Maintain guest database and records as requested.
• Update hotel information and promote relevant promotions.
• Assist with front office operations and ensure service excellence.
• Attend daily briefings and training sessions.
• Handle guest complaints professionally and escalate when required.

Skills

Telephone operator experience

Front desk reception

English communication

Education

College degree or equivalent

Tools

Office software

Job description

Telephone Operator - Front Office Job Snapshot Role: Telephone Operator - Front Office Location: Dubai, United Arab Emirates Industry: Hospitality Function: Front Desk-Reception Experience: Minimum one year Job Type: Full Time Position Overview

The Telephone Operator - Front Office role at Swissotel Al Murooj in Dubai, United Arab Emirates supports a smooth and welcoming guest experience through prompt communication, accurate hotel information and attentive front office service. Working as part of the Front Office team, the position requires warmth, professionalism and a genuine commitment to anticipating guest needs while maintaining the service standards expected across the hotel.

Job Details

Country: United Arab Emirates City: Dubai Industry: Hospitality Function: Front Desk-Reception Salary: Not disclosed Gender: No Preference Candidate Nationality: Not specified Job Type: Full Time Work Arrangement: On-site

The Role As part of the Front Office team, you will contribute to the comfort and overall experience of hotel guests. Service should be sincere, warm and enthusiastic, with every interaction focused on making guests feel welcome and relaxed. The role calls for empathy, confidence and creativity when responding to different guest needs and time constraints. You will be expected to understand guests, anticipate requests wherever possible and work closely with colleagues to maintain smooth daily operations and consistent service excellence.

Planning and Organising

• Follow Swissotel Al Murooj, Dubai service and operational standards.
• Respond promptly so guests are not kept waiting unnecessarily.
• Create a welcoming environment where guests feel comfortable and at ease.
• Anticipate guest needs and provide assistance before it needs to be requested.
• Maintain a positive and solution-focused approach to guest service.

Operational Responsibilities

• Read the Log Book and receive the relevant handover from the Night Manager or Duty Manager.
• Check that systems within the telephone operators room are operating correctly and report any defects.
• Remain informed about hotel meetings, functions, seminars and events scheduled for the day.
• Keep up to date with relevant local news and major events taking place in Dubai.
• Respond to guest information requests quickly and efficiently.
• Update and maintain files as requested by the Telephone Operators Supervisor and Front Office Manager.
• Maintain the guest database and accurately record relevant guest history.
• Attend daily briefings and training sessions.
• Follow up on pending logged issues with the appropriate departments.
• Prepare summaries of guest complaints and communicate them to the Supervisor.
• Maintain courtesy, friendliness and professionalism throughout every guest interaction.
• Monitor hotel collateral and ensure it remains consistent with hotel standards.
• Handle guest complaints professionally and courteously, escalating matters to senior management when required.
• Keep hotel information and promotions updated and communicate relevant details with the Front Office.
• Maintain an organised filing system for guest records.
• Follow the applicable Quality Assurance checklist and support upselling opportunities where appropriate.
• Complete other operational tasks assigned by the Front Office Manager.

Administration

Maintain accurate operational records and contribute to effective working relationships with colleagues across the hotel.

Core Behaviours

Trust: Work with fairness and integrity, communicate openly and honestly, and honour professional commitments. Relationships: Build positive connections with guests and colleagues, value different perspectives and support cooperation across the team. Drive: Take action, understand priorities and work through operational challenges to achieve expected results. Entrepreneurship: Understand the hotel and its operating environment, identify opportunities for improvement and support constructive change.

Qualifications and Experience

• College graduate or equivalent qualification from a recognised institution.
• Minimum one year of proven professional experience in a telephone operator or front office reception role.
• Demonstrated proficiency with computer systems and standard office software applications.
• Excellent verbal and written communication skills in English.
• Strong customer service orientation and commitment to service excellence.
• Ability to work effectively within a team and respond professionally and discreetly to operational requirements.

About the Hotel

Swissotel Al Murooj is located in downtown Dubai, directly opposite The Dubai Mall and the Burj Khalifa. The hotel is approximately a 10-minute walk from Dubai Metro and is within convenient driving distance of DIFC, the World Trade Centre and Dubai International Airport.