Job Description

Position Summary

The Telephone Operator is responsible for handling all incoming and outgoing calls in a professional, courteous, and efficient manner. The role ensures effective communication within the hotel and delivers exceptional customer service to guests, colleagues, and external callers.

Key Responsibilities

Answer and route all internal and external calls promptly, courteously, and professionally. Greet callers warmly, identify their needs, and provide accurate information or assistance. Handle wake-up call requests, message taking, and call transfers efficiently. Monitor and update guest requests through the hotel's communication systems. Maintain an updated knowledge of hotel facilities, services, promotions, and local attractions. Coordinate with relevant departments to ensure guest requests and inquiries are handled promptly. Log and report technical issues with telephone systems to the IT or Engineering department. Follow company telephone etiquette standards at all times. Keep the operator station and communication equipment clean, tidy, and operational. Adhere to all hotel policies, safety procedures, and emergency protocols.

Qualifications & Skills

High school diploma or equivalent; additional training in hospitality is an advantage. Proven experience as a Telephone Operator, Receptionist, or similar customer service role in hospitality is preferred. OPERA system knowledge is an advantage. Fluent in

Arabic

and English (both spoken and written). Strong interpersonal and communication skills with a pleasant telephone manner. Ability to work under pressure and handle multiple calls simultaneously. Basic computer literacy and familiarity with hotel communication systems (e.g., PBX). Flexibility to work in shifts, including evenings, weekends, and public holidays.

Physical Requirements

Ability to sit for extended periods while operating telephone and computer equipment. Clear and articulate speech for effective communication.

Additional Information

This role requires a high level of professionalism, discretion, and guest focus. Candidate must be legally eligible to work in the UAE and available for shift work.
Job Types: Full-time, Permanent