Telephone Operator

InterContinental Hotels Group; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury resort in the UAE is seeking a PBX Operator to manage daily telephone operations, handle inquiries, and ensure guest satisfaction. The successful candidate will have a hospitality diploma or degree, technical skills in MS Office, and familiarity with hotel systems. Responsibilities include efficiently handling calls, maintaining equipment, and protecting guest privacy. Strong English communication skills are essential, and experience in luxury hotels is preferred. This role offers a chance to be part of a dynamic team providing excellent service.

Qualifications

• Minimum qualifications of a hospitality diploma or degree.
• Experience in a similar role in luxury hotels.
• Proven results in prior PBX or similar roles.

Responsibilities

• Oversee daily operations of telephone services.
• Handle all calls and inquiries efficiently.
• Ensure the privacy of guests and handle sensitive data.
• Upsell resort facilities and activities.

Skills

Hospitality diploma/degree

Technical skills in MS Office

Familiarity with hotel systems like POS, PMS, CRM

Excellent command of English

Education

Hospitality diploma/degree

Tools

MS Office

Hotel App for guest service

Job description

As PBX Operator, I will behave in a professional manner and set an example to all. I will abide by Six Senses principles, core values, best practices, guidelines and objectives, while respecting other cultures and nationalities and projecting a positive and proactive position to help build and maintain a strong, loyal team.

My duties and responsibilities will include:

• Responsible for the daily operation of the telephone operators during the shift and administrative work.
• Answer all inquiries in an efficient and friendly manner, using guest names whenever possible and routing calls to proper extensions.
• Handle all long distance and local calls and relay message if required.
• Accept and deliver wake‑up calls, messages and facsimiles in a timely manner.
• Assist in booking and taking requests for reservations for any resort outlets and Experiences requests.
• Ensure proper handover of all outstanding matters for follow‑up at the end of the shift.
• Utilize and ensure proper working condition of the telephone switchboard, guest room telephones and equipment.
• Inform any defects of equipment or PBX system.
• Monitor weather forecast and report any unusual weather conditions.
• Update general messages and relevant information from the guest via App for internal communication.
• Knowledge of all facilities and services offered by the resort including all room rates, categories, as well as their location and layout, credit policy of the hotel and reservation coding. Understand the hotel's policy on guaranteed reservations and no‑shows.
• Knowledge of all safety, security and emergency procedures related to my position in line with brand and statutory requirements.
• Ensure the privacy of guests, partners and residential owners; I will apply an extra level of protection to any sensitive personal data and use confidential information only to perform my job.
• Ensure all equipment of the department is kept clean and in good working condition.
• Upsell all resort facilities and activities.
• Knowledge and strict adherence to LQA standards.

The above is intended to provide an overview of the role and responsibilities for a PBX Operator at Six Senses The Palm, Dubai. It is not and does not infer that the above is an inclusive and/or exhaustive list of the duties and responsibilities inherent to the position.

Qualifications

To execute the position of PBX Operator, I have the required qualifications minimum a hospitality diploma/degree, technical skills and experience in a similar or greater role in luxury hotels with proven results. Technical skills include MS Office – Word, Excel, PowerPoint and Outlook. I am also familiar with various hotel systems including POS, PMS and CRM platforms and hotel App for guest service.

I have an excellent command of written and spoken English and some knowledge of the local language and customs.

Six Senses The Palm, Dubai is an equal opportunity employer. This policy applies to all terms and conditions of employment.