Telephone Operator - InterContinental Abu Dhabi

IHG Hotels & Resorts; Abu Dhabi; On-site; AED 45,000 - 78,000; Full time

Benefits offered by this job

Room discounts

Training programs

Job summary

InterContinental Abu Dhabi is seeking a Telephone Operator to join our Front Office team. You will be the first point of contact for guests, handling calls with professionalism and providing accurate information.

The ideal candidate has prior front office or guest-facing experience, excellent English, and a friendly, calm demeanor. The role requires flexibility for evenings, weekends, and holidays, with room discounts and robust training benefits from IHG.

Qualifications

• Previous experience in a telephone/operator front office role is preferred.
• Excellent verbal communication and telephone etiquette are essential.
• A warm, friendly, and professional approach to guest service is required.
• Good listening skills to accurately understand guest requests.
• Ability to multitask and handle a high volume of calls efficiently.
• Strong attention to detail and organizational skills.
• Calm and professional even during busy periods.
• Basic computer skills and familiarity with hotel systems are important.
• Respect for guest privacy and confidentiality is mandatory.

Responsibilities

• Answer all incoming calls promptly and professionally.
• Greet callers warmly and direct calls to the correct department.
• Assist guests with general enquiries about hotel facilities, services, and hours.
• Record and relay guest requests to relevant departments for prompt action.
• Follow up on requests to ensure completion and guest satisfaction.
• Handle wake-up calls accurately and on time.
• Take and deliver messages clearly, maintaining confidentiality.
• Assist guests with restaurant, transport, and other enquiries by connecting them to the right team.
• Maintain knowledge of hotel facilities, promotions, events, and operations.
• Escalate guest feedback or concerns to the appropriate team member.

Skills

Telephone etiquette

Guest service

Multitasking

English fluency

Computer skills

Job description

Job Description:

At InterContinental Abu Dhabi, we are passionate about creating memorable experiences for our guests through genuine hospitality, thoughtful service, and attention to detail. We are currently looking for a professional, friendly, and service-oriented Telephone Operator to join our Front Office team.

A little taste of your day-to-day:

As a Telephone Operator, your voice will often be the first point of contact for our guests. You will play an important role in creating a positive impression by handling calls professionally, responding to enquiries efficiently, and connecting guests with the right people and services.

• Answering all incoming internal and external telephone calls promptly, professionally, and in accordance with hotel standards.
• Greeting callers warmly and directing calls to the appropriate department or colleague.
• Assisting guests with general enquiries regarding hotel facilities, services, restaurants, operating hours, and other information.
• Receiving and recording guest requests accurately and communicating them to the relevant department for prompt action.
• Following up on guest requests when required to ensure they have been completed satisfactorily.
• Handling wake-up call requests accurately and ensuring they are completed at the requested time.
• Taking and delivering messages clearly and accurately while maintaining guest confidentiality.
• Supporting guests with restaurant, transportation, and other general enquiries by connecting them with the appropriate team.
• Maintaining up-to-date knowledge of hotel facilities, services, promotions, events, and important operational information.
• Handling guest feedback or concerns calmly and professionally and escalating them to the appropriate team member when necessary.
• Maintaining accurate records and logs related to calls, requests, and other relevant information.
• Following established procedures for emergency calls and communicating important information quickly and accurately.
• Maintaining guest privacy and confidentiality at all times.
• Coordinating effectively with colleagues across different departments to support smooth hotel operations.
• Maintaining a calm, professional, and courteous manner, particularly during busy periods.
• Demonstrating IHG values through every interaction with guests and colleagues.

What we need from you:

• Previous experience as a Telephone Operator, Front Office Agent, Guest Service Agent, or in a similar guest-facing role, preferably within a hotel or hospitality environment.
• Excellent verbal communication and telephone etiquette.
• A warm, friendly, and professional approach to guest service.
• Good listening skills with the ability to understand and communicate guest requests accurately.
• The ability to multitask and manage a high volume of calls efficiently.
• Strong attention to detail and organizational skills.
• The ability to remain calm and professional when handling urgent requests or challenging situations.
• Good computer skills and the ability to learn hotel systems quickly.
• A strong understanding of guest privacy and confidentiality.
• Flexibility to work different shifts, including evenings, nights, weekends, and public holidays.
• Good command of spoken and written English; additional languages would be an advantage.

What you can expect from us:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life - impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the teamthe room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well - both inside and outside of work, and through our myWellbeingframework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you'll become part of our ever-growing global family.

Requirements: