Telephone Operator - Hotel Guest Services

Accor Group; Dubai; On-site; AED 45,000 - 78,000; Full time

Job summary

Accor is seeking a professional Telephone Operator for its Dubai property to support guest services and hotel communications. You will handle incoming calls, connect guests to departments, and provide accurate information with a warm, efficient attitude.

The ideal candidate has at least 1 year in a similar role, strong English communication, and the ability to stay calm in a busy hotel environment. This is an on-site, full-time position in Dubai.

Qualifications

• High school diploma or equivalent.
• A hospitality qualification is an advantage.
• Minimum 1 year of experience in a similar role.
• Previous experience in a 4- or 5-star hotel is preferred.
• Familiarity with hotel telephone systems is preferred.
• Knowledge of Opera PMS is preferred.

Responsibilities

• Answer incoming telephone calls promptly, courteously and professionally.
• Handle internal and external calls according to established hotel standards.
• Transfer calls accurately to the appropriate departments or colleagues.
• Maintain a welcoming and professional tone during telephone conversations.
• Ensure callers receive clear and accurate information.
• Manage multiple incoming calls while maintaining service quality.
• Follow established telephone communication procedures.
• Respond to guest inquiries regarding hotel facilities and services.
• Provide accurate information about restaurants, outlets and operating hours.
• Assist guests with requests and direct inquiries to the relevant departments.
• Handle guest concerns and complaints professionally.
• Follow up on requests to support timely resolution.
• Maintain a helpful and positive attitude during every guest interaction.
• Promote available hotel facilities and services when appropriate.

Skills

Verbal communication

Telephone etiquette

Guest service

Multitasking

Professional demeanor

English proficiency

Education

High school diploma

Hospitality qualification (advantage)

Tools

Opera PMS

Hotel telephone systems

Job description

Telephone Operator - Hotel Guest Services Job Snapshot - Role: Telephone Operator - Location: Dubai, United Arab Emirates - Industry: Hospitality - Function: Reception-Switchboard - Experience: Minimum 1 year in a similar role, preferably in a 4- or 5-star hotel - Job Type: Full Time - Work Arrangement: On-site

Position Overview

Accor is seeking a professional and guest-focused Telephone Operator to support hotel communication and guest services in Dubai, United Arab Emirates. In this role, you will be responsible for handling incoming telephone calls, connecting guests with the appropriate departments, responding to inquiries and coordinating guest requests. You will help ensure that every telephone interaction reflects the hotel 's commitment to warm, efficient and attentive hospitality. As an important point of contact for hotel guests, you will work closely with Front Office, Housekeeping, Engineering and other departments to provide accurate information, maintain effective communication and support a positive guest experience. The ideal candidate will have at least one year of relevant experience, excellent telephone etiquette, strong English communication skills and the ability to remain calm and professional in a busy 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

Your Responsibilities

• Telephone Operations
  • Answer incoming telephone calls promptly, courteously and professionally.
  • Handle internal and external calls according to established hotel standards.
  • Transfer calls accurately to the appropriate departments or colleagues.
  • Maintain a welcoming and professional tone during telephone conversations.
  • Ensure callers receive clear and accurate information.
  • Manage multiple incoming calls while maintaining service quality.
  • Follow established telephone communication procedures.
• Guest Inquiries and Assistance
  • Respond to guest inquiries regarding hotel facilities and services.
  • Provide accurate information about restaurants, outlets and operating hours.
  • Assist guests with requests and direct inquiries to the relevant departments.
  • Handle guest concerns and complaints professionally.
  • Follow up on requests to support timely resolution.
  • Maintain a helpful and positive attitude during every guest interaction.
  • Promote available hotel facilities and services when appropriate.
• Guest Messages and Wake-Up Calls
  • Receive and record guest messages accurately.
  • Relay messages promptly to the intended recipients.
  • Maintain confidentiality when handling guest information.
  • Register wake-up call requests.
  • Ensure wake-up calls are delivered at the requested times.
  • Maintain accurate records of relevant guest communications.
  • Follow hotel procedures for message handling and guest requests.
• Interdepartmental Communication
  • Coordinate guest requests with the Front Office team.
  • Communicate housekeeping-related requests to the appropriate personnel.
  • Contact Engineering regarding maintenance assistance requested by guests.
  • Work with other hotel departments to support efficient service delivery.
  • Follow up on outstanding requests when necessary.
  • Maintain clear communication between guests and hotel colleagues.
• Emergency Communication and Safety
  • Handle emergency telephone calls according to established hotel procedures.
  • Follow applicable safety and emergency communication protocols.
  • Communicate urgent information to the appropriate hotel personnel.
  • Remain calm and professional when handling urgent situations.
  • Maintain awareness of hotel emergency communication requirements.
• Communication Records and Equipment
  • Maintain accurate records of calls, guest requests and important communications.
  • Ensure relevant information is recorded and communicated correctly.
  • Monitor the proper functioning of telephone equipment and communication systems.
  • Report technical issues affecting telephone operations.
  • Follow established procedures for handling communication equipment.
  • Support accurate and organized communication records.
• Guest Service Standards
  • Deliver courteous and attentive service during every telephone interaction.
  • Maintain professional telephone etiquette.
  • Respond to guest requests with patience and understanding.
  • Demonstrate a positive and service-oriented attitude.
  • Support the hotel 's commitment to guest satisfaction.
  • Work cooperatively with colleagues to provide a consistent guest experience.

Required Qualifications and Experience

• Education
  • High school diploma or equivalent.
  • A hospitality qualification is an advantage.
• Professional Experience
  • Minimum 1 year of experience in a similar role.
  • Previous experience in a 4- or 5-star hotel is preferred.
  • Familiarity with hotel telephone systems is preferred.
  • Knowledge of Opera Property Management System (PMS) is preferred.
• Communication and Language Skills
  • Excellent verbal communication skills.
  • Professional telephone etiquette.
  • Good command of English.
  • Additional language skills are an advantage.
  • Ability to communicate clearly with guests and colleagues.
  • Professional and courteous approach to guest interactions.
• Customer Service Skills
  • Strong customer service abilities.
  • Ability to respond effectively to guest inquiries.
  • Good problem-solving skills.
  • Patience when handling guest concerns and complaints.
  • Ability to provide accurate information about hotel services.
  • Commitment to maintaining high guest service standards.
• Organizational and Personal Skills
  • Ability to manage multiple tasks efficiently.
  • Strong attention to detail.
  • Good organizational skills.
  • Professional and well-organized approach to work.
  • Ability to remain calm under pressure.
  • Positive attitude and willingness to assist guests and colleagues.
  • Ability to work effectively in a busy hospitality environment.

Work Schedule Requirements

Willingness to work flexible shifts.

Availability to work weekends and public holidays according to hotel operational requirements.

Life at Accor

Accor is about creating meaningful experiences through thoughtful service, genuine care and attention to every detail. As a Telephone Operator, you will contribute to this approach by ensuring that guests receive professional assistance and clear communication whenever they contact the hotel. You will work with colleagues from different hotel departments, supporting a welcoming environment where teamwork and guest satisfaction are central to daily operations. Accor encourages colleagues to develop their skills, explore professional opportunities and contribute to responsible hospitality.

About Accor

Accor is a global hospitality group with a network spanning more than 45 brands, 5,500 hotels and 10,000 restaurants and lifestyle destinations. The group brings together a diverse range of hospitality experiences, with a shared focus on guest satisfaction, service quality and responsible operations. Accor refers to its hospitality colleagues as Heartists, reflecting an approach that values genuine connections, thoughtful gestures and memorable guest experiences. Through its international hotel network, Accor offers opportunities for professional development and career advancement while encouraging colleagues to make a positive contribution to guests, fellow employees and the environment.