Telephone Operator (Mandarin Speaker)

AccorHotel; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading hotel in Dubai is seeking a guest service representative to manage calls and guest requests efficiently. The role requires multitasking, attention to detail, and strong communication skills to ensure a high-quality guest experience. Ideal candidates will have experience in a public contact position and a friendly demeanor.

Qualifications

• One to two years in a public contact position, preferably in a hotel.
• Ability to use computers and point of sale systems.
• Gracious, friendly, and fun demeanor.

Responsibilities

• Handle guest calls and requests according to standards.
• Maintain equipment and ensure good repair of telephones.
• Create rapport with guests and assist with their needs.

Skills

Multitasking

Attention to detail

Verbal communication

Written communication

Teamwork

Job description

Place outside calls and answer the switchboard in accordance with agreed departmental standards.

Telephone guests according to their wake-up call requests in line with prescribed standards, and inform Security if the guest does not answer the call.

Provide inland and international calls for guests as required, and administer and charge these as per procedure.

Be fully conversant with all aspects of the bleep procedures (including emergency testing).

Activate internal and outside pagers according to procedure.

Input and keep updated guest messages within the Opera system.

Ensure that guest names are used wherever possible.

Use your own name whenever possible.

Correctly take and place room service orders, ensuring that the order is repeated back to the guest as per the procedure.

Familiarize yourself with the guests' needs and requirements to ensure efficient and friendly service.

Create and maintain a personal and respectful rapport with regular guests.

Carry out telephone cleaning duties as required.

Ensure all equipment, especially telephones, mobile phones, bleeps, etc., are maintained and kept in good repair.

Assist with the reporting of all house phones, fire, emergency, and lift phones when out of order.

Contact your supervisor when specific difficulties arise.

Read the daily instructions board every morning/afternoon/evening, observe changes regarding bleeps, staff, guests, etc., and enter the names of key personnel for reference purposes.

Undertake and complete any special projects, tasks, or other reasonable requests by your department head and/or Hotel Management.

Desired Candidate Profile

Qualifications

• One to two years in a public contact position, preferably in an upscale or lifestyle brand hotel.
• Ability to enter and locate work-related information using computers and/or point of sale systems.
• Possess a gracious, friendly, and fun demeanor.
• Ability to multitask, work in a fast-paced environment, and have a high level of attention to detail.
• Strong verbal and written communication skills in English.
• Maintain positive and productive working relationships with other employees and departments.
• Ability to work independently and to partner with others to promote an environment of teamwork.

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