Job Description

Telephone Operator
Application Deadline: 31 December 2025
Department: Rooms Division, Front Office & Guest Services
Employment Type: Permanent - Full Time
Location: United Arab Emirates - Dubai
Description
The incumbent in this position is responsible for answering all incoming calls originating from within and outside the hotel in a friendly and caring manner according to the Kempinski and LQA standards.

• Answer all incoming calls, and connect them to the appropriate extension in an efficient, friendly, and caring manner according to the Kempinski standards.
• Write down messages accurately for our guests and deliver messages promptly.
• Handle guests' requests for DND (Do Not Disturb) and confidential status.
• Handle personal wakeup call requests for guests according to the LQA standard and automatic wakeup call requests for group and crew guests.
• Answer all guest questions/requests in a friendly and caring manner, take appropriate actions or if needed, refer the matters to the relevant persons to handle. It may be providing information or assistance to make an outside call handling a complaint, etc.
• In case of emergency handles all communications for the hotel whilst serving as the communication center.
• Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial). Coordinate with front office reception all telephone charges to ensure they are billed and collected from guests.
• Monitor TV channels in addition to outlets' and public areas' music to ensure smooth and proper functioning.
• In case of emergency, handle all communications for the hotel whilst serving as the communication center.
• Keep abreast of the telephone directory, new staff and leavers, emergency procedures, special promotions, and general hotel product knowledge.
• Maintain the neatness of their working area at all times.

Job Requirements

• Basic knowledge of front desk operations
• Luxury Hotel Experiences
• Communication skills
• Brief knowledge of hotel operations and computer systems
• Knowledge of Microsoft Office (Word, Excel, and PowerPoint)
• Knowledge of Opera
• Basic knowledge of Micros is a plus

About Kempinski
Hoteliers since 1897, we have traveled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage. We are dedicated to pleasing and educating to entertain. We never compromise on the European elegance of service and this, blended with our cultural empathy, allows us to deliver incredible experiences in truly original destinations. We pride ourselves on delivering a beautiful performance for every one of our guests. And for our employees, we provide a stage on which they can flourish and realize their full potential.
Kempinski Hotel Mall of the Emirates
A luxurious alpine retreat in the heart of the desert, Kempinski Hotel Mall of the Emirates is a landmark Dubai hotel and one of Kempinski's most unique city properties. It combines exciting shopping, entertainment, and dining options with lavish accommodations, including 15 spacious but cozy ski chalets overlooking Ski Dubai.

Skills Required