Telephone Operator

Company Description

OUR COMMITMENT TO DIVERSITY & INCLUSION:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

WHY WORK FOR ACCOR?

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job Description

Novotel & Adagio Premium Dubai Al Barsha is seeking a professional and customer-focused Telephone Operator to join our team. As the first point of contact for our guests and a vital link between hotel departments, you will play a crucial role in delivering efficient and personalized communication services.

• Answer all incoming calls, both internal and external, with a warm and professional demeanor
• Process guest requests, messages, wake-up calls, and complaints efficiently and accurately
• Transfer calls to appropriate departments or guest rooms
• Log all calls, requests, and complaints in the hotel's property management system
• Maintain up-to-date knowledge of hotel services, outlets, promotions, and emergency procedures
• Follow standard operating procedures for lost & found, emergency calls, and VIP communication
• Support interdepartmental communication and assist in guest-related coordination
• Ensure guest privacy and security are maintained at all times
• Handle wake-up call requests precisely and follow up on missed calls
• Work closely with Front Office, Concierge, Housekeeping, and Engineering to fulfill guest requests
• Provide information about local attractions, transportation, and services to guests as needed

Qualifications

• Previous experience in a similar role
• Excellent verbal and written communication skills in English; knowledge of Arabic or other languages is a plus
• Proficiency in hotel telephone systems and property management systems (e.g., Opera)
• Exceptional guest service skills and impeccable telephone etiquette
• Strong multitasking abilities and capacity to remain calm under pressure
• High attention to detail and accuracy in handling messages and requests
• Flexibility to work various shifts, including nights, weekends, and holidays
• Basic computer skills and familiarity with office software
• Strong problem-solving abilities and initiative
• Ability to handle confidential information with discretion
• A warm, energetic, and professional personality