Telephone Operator Guest Services and Call Handling

Accor Group

Job Title
Telephone Operator Guest Services and Call Handling Dubai, UAE
Job Description
Telephone Operator Guest Services and Call Handling Dubai, UAE

Position Overview
Sofitel Dubai The Palm is seeking a professional and service-driven Telephone Operator to manage guest calls, internal communications, and switchboard operations. Located on the iconic Palm Jumeirah, this luxury beachfront resort offers a vibrant work environment where French elegance meets Arabian hospitality. If you have a passion for guest interaction and efficient communication, this is your chance to join one of Dubai s premier hospitality teams.

Job Details
Job Location: Dubai, United Arab Emirates
Industry: Hospitality
Function: Customer Service
Gender: Any
Candidate Nationality: Any
Candidate Current Location: Any
Job Type: Full Time

Job Overview Guest Communication and Switchboard Coordination
As a Telephone Operator, you will be responsible for managing all inbound and outbound guest communications, delivering wake-up calls, logging requests, and ensuring smooth coordination between departments. This role is pivotal in delivering prompt, courteous, and accurate responses that enhance the guest experience throughout their stay.

What You ll Do

* Answer all incoming guest calls in a warm, friendly, and professional manner
* Handle inquiries, guest requests, and transfers efficiently using the hotel s switchboard system
* Maintain accurate records of wake-up call requests and ensure timely delivery
* Communicate effectively with Front Office, Housekeeping, Engineering, and F&B to follow up on guest needs
* Manage voicemail and messaging services for guests and internal departments
* Maintain up-to-date knowledge of hotel facilities, services, and local attractions
* Access guest information via the Opera system to personalize calls and assist with preferences
* Record and deliver messages according to standard operating procedures
* Ensure all telephone equipment is functioning correctly and report issues promptly
* Assist in emergency procedures by coordinating communication during fire alarms, evacuations, or other incidents

Ideal Profile Friendly, Efficient, and Organized

* 1 2 years of experience in a similar telephone or guest services role in a hotel
* Fluent in English with excellent verbal and written communication skills
* Knowledge of Opera PMS and switchboard systems preferred
* Polite, calm, and composed under pressure with attention to detail
* Strong interpersonal skills and a commitment to guest satisfaction
* Multilingual abilities are an advantage
* Ability to multitask and maintain professionalism in high-volume environments
* Well-groomed with a courteous and positive demeanor