Telephone Operator - Guest Services and Room Service

Accor Group; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Sofitel Dubai Jumeirah Beach is seeking a professional Telephone Operator to support Front Office operations in Dubai. You will manage calls, coordinate guest services and Room Service orders, and maintain guest records according to luxury service standards.

Strong English communication, excellent telephone etiquette, and the ability to multitask in a fast-paced environment are required to deliver a high level of guest satisfaction.

Qualifications

• Previous experience in guest services, reservations or hotel front office preferred.
• Strong English communication skills are essential.
• Excellent telephone etiquette and professional telephone handling.

Responsibilities

• Answer incoming telephone calls promptly and professionally.
• Record and relay guest messages to the appropriate recipients.
• Coordinate with hotel departments to fulfil guest requests and ensure timely completion.
• Maintain guest information accurately in hotel systems and update records.
• Support front office administration and routine tasks as needed.

Skills

Guest services

Front office

Telephone etiquette

English communication

Telephone systems

Opera knowledge

Tools

Microsoft Office

Opera PMS

Micros

HotSOS

Job description

Telephone Operator - Guest Services and Room Service Job Snapshot - Role: Telephone Operator - Guest Services - Location: Dubai, United Arab Emirates - Industry: Hospitality - Function: Reception-Switchboard - Experience: Previous experience in guest services, reservations or front office preferred - Job Type: Full Time - Work Arrangement: On-site Position Overview Sofitel Dubai Jumeirah Beach, a luxury five-star hotel within the Accor hospitality network, is seeking a professional and guest-focused Telephone Operator to support its Front Office operations in Dubai, United Arab Emirates. The position involves managing incoming telephone calls, coordinating guest service requests, handling wake-up calls and messages, and assisting with Room Service orders. You will serve as an important communication link between guests and hotel departments, ensuring that requests are recorded accurately, directed to the appropriate teams and followed through to completion. Working in accordance with Sofitel 's luxury service standards, you will also maintain guest information in hotel systems, respond to service concerns and support daily administrative activities. The ideal candidate will demonstrate excellent telephone etiquette, strong English communication skills, attention to detail and the ability to manage multiple guest requests in a fast-paced hotel environment.

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 Operations and Guest Communication

• Answer incoming telephone calls promptly and professionally.
• Follow Sofitel telephone etiquette and communication standards.
• Handle internal and external calls with courtesy and accuracy.
• Provide clear information in response to guest inquiries.
• Record and relay guest messages to the appropriate recipients.
• Process wake-up call requests according to hotel procedures.
• Confirm relevant details to ensure accurate handling of telephone requests.
• Maintain a calm, professional and helpful telephone manner.
• Protect guest privacy and maintain confidentiality during all communications.

Guest Requests and Room Service Coordination

• Receive and process guest requests for internal hotel services.
• Handle Room Service orders in accordance with established procedures.
• Record guest requirements accurately and communicate them to the relevant departments.
• Coordinate with hotel colleagues to arrange requested services.
• Monitor outstanding guest requests and follow up on their progress.
• Ensure requests are addressed within applicable service standards.
• Provide guests with appropriate updates when necessary.
• Support a smooth and personalized guest experience through effective service coordination.

Interdepartmental Communication

• Act as a communication link between guests and hotel departments.
• Forward service requests to the appropriate operational teams.
• Coordinate with colleagues to resolve guest requirements efficiently.
• Follow up on delayed or unresolved requests.
• Inform relevant division or department heads when issues remain outstanding.
• Maintain accurate communication records in designated hotel systems.
• Support effective information sharing during daily Front Office operations.

Guest Complaints and Service Recovery

• Receive guest comments and complaints professionally.
• Apply Sofitel 's established problem-resolution procedures.
• Listen carefully to guest concerns and identify the assistance required.
• Coordinate with relevant departments to address reported issues.
• Escalate unresolved or delayed matters to the appropriate management personnel.
• Record complaints and follow-up actions accurately.
• Maintain a courteous and reassuring approach when handling service concerns.
• Support guest satisfaction through timely communication and follow-up.

Hotel Systems and Guest Records

• Update guest requests and relevant service information in HotSOS, Micros and Opera.
• Maintain accurate guest history records in Opera.
• Record service activities and communication details according to departmental procedures.
• Read and update operational logbooks.
• Ensure guest information is handled confidentially.
• Maintain accurate records to support coordination between hotel departments.
• Use available systems to track outstanding requests and completed activities.

Front Office Administration

• Perform routine administrative duties assigned to the Front Office team.
• Assist with office coordination and filing.
• Maintain organized departmental records and documentation.
• Monitor supplies and materials required for telephone and guest service operations.
• Request replenishment of necessary items through established requisition procedures.
• Support the organization of guest-requested supplies and related inventory.
• Maintain a clean and orderly working area.
• Ensure telephone equipment and other work materials are handled appropriately.
• Keep operational equipment and surrounding areas clean and well maintained.

Emergency and Security Procedures

• Remain familiar with hotel emergency and security procedures.
• Follow established instructions when handling emergency-related communications.
• Maintain confidentiality of guest information.
• Report relevant security concerns through appropriate hotel channels.
• Support a safe and professional working environment.

Service Standards and Inclusive Hospitality

• Deliver attentive, respectful and personalized guest service.
• Represent the Front Office department professionally.
• Treat guests and colleagues from different cultural backgrounds with sensitivity and respect.
• Support a workplace free from discrimination, harassment and victimization.
• Handle sensitive workplace concerns promptly and confidentially within assigned responsibilities.
• Recognize and address potential cultural misunderstandings appropriately.
• Maintain a positive and cooperative attitude toward colleagues.
• Follow Sofitel 's service standards and departmental procedures.
• Remain flexible in supporting other reasonable duties within the role 's capabilities.
• Assist in alternative departments or operational areas when assigned to meet business and guest service requirements.

Qualifications and Experience

Professional Experience

• Previous experience in guest services, reservations or hotel front office operations is preferred.
• Familiarity with telephone-based guest communication is advantageous.
• Understanding of hotel service procedures and guest request coordination is beneficial.
• Experience working in an environment with rigorous service standards is preferred.

Communication and Language Skills

• Strong spoken and written English communication skills.
• Additional language proficiency is an advantage.
• Excellent telephone etiquette.
• Clear, calm and professional communication style.
• Strong interpersonal and customer service abilities.
• Ability to communicate effectively with guests and hotel colleagues.

Technical Skills

• Proficiency in telephone systems.
• Working knowledge of Microsoft Office applications.
• Familiarity with hotel Property Management Systems.
• Opera knowledge is preferred.
• Ability to record and update guest information accurately.
• Confidence using hotel communication and service management systems.

Personal and Professional Competencies

• Excellent customer service skills.
• Positive and professional attitude.
• Ability to multitask in a fast-paced hotel environment.
• Strong organizational and follow-up skills.
• Attention to detail when recording guest requests and messages.
• Ability to manage several inquiries without compromising service quality.
• Calm and courteous approach when handling complaints.
• Respect for guest privacy and confidential information.
• Willingness to cooperate with colleagues across departments.
• Commitment to maintaining luxury hospitality standards.

Working Requirements

• Flexibility to work shifts according to operational requirements.
• Availability to work weekends and public holidays when required.
• Ability to manage frequent telephone communications and guest requests.
• Readiness to work in an environment with demanding service standards.
• Willingness to undertake reasonable additional duties within the role 's capabilities.

About Sofitel Dubai Jumeirah Beach

Sofitel Dubai Jumeirah Beach is a luxury five-star hotel situated in Jumeirah Beach Residence, Dubai. The property provides direct access to The Walk, a popular recreation promenade, and The Beach, a waterfront leisure and retail destination. The hotel features 444 rooms and suites with panoramic views of the Arabian Gulf, Bluewaters Island, Ain Dubai and Palm Jumeirah. Known for its luxury accommodation and dining experiences, Sofitel Dubai Jumeirah Beach emphasizes attentive service, guest comfort and professional hospitality. As part of Accor, the hotel offers an international hospitality environment where colleagues contribute to memorable guest experiences through personalized service, effective teamwork and attention to detail.