Full job description

Position Summary

The Telephone Operator (Arabic Speaker) is responsible for handling all incoming and outgoing calls in a professional, courteous, and efficient manner. The role ensures effective communication within the hotel and delivers exceptional customer service to guests, colleagues, and external callers.

Key Responsibilities

• Answer and route all internal and external calls promptly, courteously, and professionally.
• Greet callers warmly, identify their needs, and provide accurate information or assistance.
• Handle wake-up call requests, message taking, and call transfers efficiently.
• Monitor and update guest requests through the hotel’s communication systems.
• Maintain an updated knowledge of hotel facilities, services, promotions, and local attractions.
• Coordinate with relevant departments to ensure guest requests and inquiries are handled promptly.
• Log and report technical issues with telephone systems to the IT or Engineering department.
• Follow company telephone etiquette standards at all times.
• Keep the operator station and communication equipment clean, tidy, and operational.
• Adhere to all hotel policies, safety procedures, and emergency protocols.

Qualifications & Skills

• High school diploma or equivalent; additional training in hospitality is an advantage.
• Proven experience as a Telephone Operator, Receptionist, or similar customer service role in hospitality is preferred.
• OPERA system knowledge is an advantage.
• Fluent in Arabic and English (both spoken and written).
• Strong interpersonal and communication skills with a pleasant telephone manner.
• Ability to work under pressure and handle multiple calls simultaneously.
• Basic computer literacy and familiarity with hotel communication systems (e.g., PBX).
• Flexibility to work in shifts, including evenings, weekends, and public holidays.

Physical Requirements

• Ability to sit for extended periods while operating telephone and computer equipment.
• Clear and articulate speech for effective communication.

Additional Information

• This role requires a high level of professionalism, discretion, and guest focus.
• Candidate must be legally eligible to work in the UAE and available for shift work.

Job Types: Full-time, Permanent