Telephone Operator - Guest Services and In-Room Dining

Accor Group; Dubai; In loco; AED 45.000 - 78.000; Tempo pieno

Descrizione del lavoro

Accor is seeking a professional Telephone Operator for the QE2 floating hotel in Dubai, UAE. You will handle internal and external calls, respond to emails, manage In‑Room Dining orders, wake‑up calls, and provide information on hotel services while coordinating with other departments to ensure timely guest service.

The role requires a courteous telephone manner, strong communication skills, and the ability to stay calm during busy periods and emergencies.

Competenze

• Strong communication with guests and colleagues
• Professional telephone and email correspondence
• Ability to listen and understand guest requests
• Confidential handling of guest information

Mansioni

• Answer internal and external calls promptly and professionally
• Respond to guest emails clearly and helpfully
• Coordinate with Front Office, Housekeeping, Engineering and Kitchen teams
• Record In‑Room Dining orders accurately and forward to Kitchen
• Assist with wake‑up calls and provide hotel information
• Protect guest confidentiality and follow hotel procedures

Conoscenze

Communication skills

Clear communication

Telephone etiquette

Guest-focused

Calm under pressure

Descrizione del lavoro

Telephone Operator - Guest Services and In-Room Dining Job Snapshot

Role: Telephone Operator - Location: Dubai, United Arab Emirates - Industry: Hospitality - Function: Reception-Switchboard - Experience: Not specified - Job Type: Full Time - Work Arrangement: On-site

Position Overview

Accor is seeking a professional and service-oriented Telephone Operator to support guest communications at the Queen Elizabeth 2 (QE2), a distinctive floating hotel and lifestyle destination in Dubai, United Arab Emirates. The role involves handling internal and external telephone calls, responding to emails, coordinating guest requests and managing In‑Room Dining orders. You will also assist with wake‑up calls, provide information about hotel services and communicate with operational departments to ensure guest requests receive timely attention. As a key contact for hotel guests, you will help maintain a welcoming and efficient communication service while respecting guest confidentiality and following established hotel procedures. The position requires good communication skills, a courteous telephone manner and the ability to remain calm during busy periods and emergency situations.

Job Details

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

Key Responsibilities

Telephone and Email Communication

• Answer incoming internal and external telephone calls promptly and professionally.
• Respond to guest emails in a clear, courteous and helpful manner.
• Transfer calls and forward correspondence to the appropriate departments or colleagues.
• Assist callers directly when the requested information or service is available.
• Follow hotel telephone etiquette and communication standards.
• Take responsibility for guest inquiries and coordinate necessary follow-up.
• Maintain accurate communication with guests and colleagues.
• Protect confidential guest information during telephone and email interactions.

Guest Requests and Departmental Coordination

• Receive and coordinate requests for hotel services and assistance.
• Communicate housekeeping requests to the relevant team.
• Contact Engineering regarding maintenance concerns, including plumbing issues.
• Coordinate with Front Office personnel on guest‑related inquiries.
• Follow up with guests to confirm that requested assistance has been provided.
• Refer outstanding requests to the appropriate department for further action.
• Maintain working knowledge of hotel departments and their services.
• Support effective communication between guests and operational teams.

In‑Room Dining Order Management

• Answer incoming In‑Room Dining calls promptly and courteously.
• Assist guests with food and beverage orders.
• Record orders accurately and confirm requested items.
• Identify and communicate dietary requirements, food allergies and individual preferences.
• Forward orders promptly to the Kitchen.
• Coordinate with service colleagues to support timely order preparation and delivery.
• Follow established In‑Room Dining telephone and service procedures.
• Communicate relevant order information clearly to the responsible team.

Wake‑Up Call Services

• Receive and record guest wake‑up call requests.
• Confirm the requested time and details with the guest.
• Enter wake‑up call information accurately into the appropriate system or record.
• Ensure wake‑up calls are delivered at the requested time.
• Follow hotel procedures for managing wake‑up call services.
• Maintain accuracy when recording and processing guest requests.

Hotel Information and Guest Assistance

• Provide information about hotel facilities and available services.
• Assist guests with inquiries about restaurants and food and beverage promotions.
• Respond to questions regarding room reservations and meeting facilities.
• Direct guests to the appropriate department for specialized assistance.
• Maintain current knowledge of hotel services and departmental contacts.
• Communicate clearly and professionally when providing guest information.

Lost and Found Communication

• Assist with guest inquiries regarding lost and found items.
• Communicate relevant information to the responsible department.
• Follow up on lost and found requests according to hotel procedures.
• Keep guests informed of available updates.
• Maintain confidentiality when handling guest information.

Emergency Communication and Safety

• Maintain knowledge of the hotel 's emergency procedures.
• Respond to emergency calls calmly and professionally.
• Communicate urgent guest requests to the appropriate personnel.
• Provide accurate information during emergency situations.
• Follow established safety policies and departmental procedures.
• Maintain a courteous approach during periods of high hotel activity.
• Support a safe working environment through consistent adherence to hotel requirements.

Service Standards and Teamwork

• Deliver friendly, professional and attentive guest service.
• Follow departmental policies, procedures and service standards.
• Maintain positive working relationships with colleagues across hotel departments.
• Support efficient handling of guest requests and communications.
• Demonstrate a responsible and service‑focused approach to assigned duties.
• Assist with other duties assigned by management.

Required Qualifications and Skills

Communication Skills

• Good communication skills.
• Ability to communicate clearly and courteously with guests and colleagues.
• Professional approach to telephone and email correspondence.
• Ability to listen carefully and understand guest requests.
• Confidence communicating information to different hotel departments.

Guest Service Skills

• Friendly and professional attitude.
• Willingness to assist guests with inquiries and requests.
• Ability to follow up on service requests.
• Respect for guest confidentiality.
• Ability to remain calm and polite during busy periods and emergency situations.
• Commitment to maintaining hotel service standards.

Operational Abilities

• Ability to handle telephone calls and email inquiries.
• Attention to accuracy when recording guest requests and In‑Room Dining orders.
• Ability to coordinate information with Front Office, Housekeeping, Engineering and Kitchen teams.
• Willingness to learn hotel facilities, services and operating procedures.
• Ability to follow departmental and safety instructions.

Working at Queen Elizabeth 2

The Queen Elizabeth 2 is an iconic former ocean liner transformed into a floating hotel and lifestyle destination. Celebrating its British maritime heritage, the property combines distinctive accommodation, dining experiences and a setting shaped by its history at sea. The QE2 features 447 rooms and welcomes guests seeking a hospitality experience connected to the vessel 's maritime identity. As a Telephone Operator, you will contribute to the guest experience by providing clear communication, coordinating hotel services and ensuring requests are handled with professionalism and care.

About Accor

Accor is an international hospitality group with a diverse network of hotel brands and lifestyle destinations. The group emphasizes responsible hospitality, teamwork and meaningful guest experiences. Accor colleagues are known as Heartists, reflecting the importance of genuine care, professional service and positive interactions with guests.