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

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