Telephone Operator
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Job Description
As a Telephone Operator at SO/ Uptown Dubai you will be the first voice our guests hear and a vital link between hotel departments. Your role is to deliver efficient warm and personalized communication in line with SO/s bold and stylish brand values. You will handle all internal and external calls with professionalism ensuring prompt service accurate messaging and seamless guest experiences 24/7.
Key Responsibilities:
Answer all incoming calls internal and external with a warm engaging and professional tone.
Process guest requests messages wake-up calls and complaints efficiently and accurately.
Transfer calls to the correct departments or guest rooms as appropriate.
Log all calls requests and complaints in the system (e.g. Opera / HotSOS).
Maintain up-to-date knowledge of hotel services outlets promotions and emergency procedures.
Follow standard operating procedures (SOPs) for lost & found emergency calls and VIP communication.
Support communication between departments 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.
Qualifications :
Previous experience in a similar role in a luxury or lifestyle hotel environment preferred.
Excellent communication skills in English (verbal & written); Arabic or other languages is a plus.
Knowledge of hotel telephone systems (e.g. Avaya Mitel) and property management systems (e.g. Opera).
Exceptional guest service and telephone etiquette.
Ability to multitask stay calm under pressure and handle confidential information.
High attention to detail and accuracy in handling messages and requests.
Flexible schedule including night weekend and holiday shifts.
A warm energetic and professional personality in line with SO/ brand identity.
Additional Information :
Desirable Qualities:
Passionate about lifestyle luxury hospitality and guest engagement.
Tech-savvy and comfortable using multiple systems.
A proactive team player with a can-do attitude.
Ability to work independently and take initiative.
Familiarity with Accor brand standards and Heartist culture is a plus.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
