Telephone Operator - InterContinental Abu Dhabi

IHG Hotels & Resorts; Abu Dhabi; On-site; AED 67,000 - 100,000; Full time

Benefits offered by this job

Room discounts

Training programs

Wellbeing support

Job summary

IHG Hotels & Resorts is seeking a professional Telephone Operator at InterContinental Abu Dhabi. You will be part of the Front Office team, delivering genuine hospitality and handling guest inquiries with accuracy and care.

You will manage high volumes of calls, coordinate with multiple departments, and help guests with dining, transportation, and service information while maintaining confidentiality and a calm demeanor.

Qualifications

• Excellent verbal communication and telephone etiquette.
• Good listening skills to understand guest requests.
• Ability to multitask and manage a high volume of calls.

Responsibilities

• Answer incoming calls promptly and professionally per hotel standards.
• Greet callers warmly and direct calls to the appropriate department.
• Assist guests with inquiries about facilities, services, hours, and information.
• Record and communicate guest requests to relevant departments for prompt action.
• Follow up to ensure requests are completed to guest satisfaction.
• Handle wake-up calls accurately and reliably.
• Take and deliver messages clearly while maintaining confidentiality.
• Support guests with restaurant, transportation, and other inquiries by connecting with the right team.
• Maintain up-to-date knowledge of facilities, promotions and events.
• Escalate guest feedback calmly to the appropriate team member.
• Maintain logs related to calls and requests.

Skills

Verbal communication

Listening skills

Multitasking

Attention to detail

Calm under pressure

Computer skills

English proficiency

Shift flexibility

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:

• 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 team the 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 myWellbeing framework, 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.