The Telephone Operator is responsible for managing all internal and external telephone communications and ensuring a professional, courteous, and efficient experience for every caller. The role supports smooth guest communication by handling calls, requests, messages, wake-up calls, guest enquiries, and urgent matters while maintaining accurate guest information and coordinating effectively with the relevant hotel departments.
Main Duties & Responsibilities
Handle all incoming internal and external calls professionally and efficiently, ensuring a personalized and courteous guest experience.
Answer calls promptly, greet guests by name in line with hotel standards, and accurately connect calls to the appropriate extension or guest room.
Verify guest details for room-related calls and maintain confidentiality when handling guest information.
Maintain up-to-date knowledge of the hotel’s facilities, outlets, services, and local area to provide accurate information and recommendations.
Utilize Opera PMS and the CID system accurately and efficiently, ensuring guest information is updated in a timely manner.
Coordinate with relevant hotel departments to ensure guest requests and enquiries are communicated and followed up promptly.
Monitor the message box and ensure guest requests are recorded accurately and responded to within the required timeframe.
Handle guest wake-up calls accurately and punctually in accordance with established standards.
Remain informed about VIP, in-house, arriving, and special-needs guests to ensure appropriate attention and personalized service.
Respond promptly to urgent matters and emergencies involving guests or the hotel, coordinating with Management, Security, and relevant departments in accordance with established procedures.
Handle guest complaints and challenging situations professionally, using sound judgement and ensuring appropriate follow-up.
Take and relay messages accurately for guests and management while maintaining confidentiality.
Handle Lost & Found enquiries and coordinate with the relevant department as required.
Actively support the Upselling Program and contribute to hotel revenue-generation opportunities.
Remain informed about departmental KPIs and contribute towards achieving established targets.
Support initiatives aimed at enhancing guest satisfaction, TrustYou scores, and the overall guest experience.
Ensure relevant guest feedback and information are communicated to the Front Office Manager and Reception Supervisors.
Attend departmental briefings, take accurate notes, and follow up on agreed actions.
Maintain a clean, organized, and safe working environment at all times.
Attend scheduled training sessions and actively participate in learning and development activities.
Maintain effective teamwork and positive working relationships with colleagues across all departments.
Perform any additional duties and responsibilities assigned in accordance with the operational needs of the hotel.
Previous experience in a Telecommunication, Telephone Operator, Front Office, or Guest Services role within a hotel or hospitality environment is preferred.
Good command of written and spoken English; Arabic Speaker preferred.
Strong telephone etiquette, communication, and interpersonal skills.
Familiarity with Opera PMS and hotel communication systems is an advantage.
What is in it for you:
- Employee benefit card offering discounted rates in Accor worldwide
- Learning programs through our Academies
- Opportunity to develop your talent and grow within your property and across the world
- Ability to make a difference through our Corporate Social Responsibility activities