Telephone Operator

The Telephone Operator is responsible for managing all incoming and outgoing calls, delivering accurate information, and ensuring smooth communication between guests and hotel departments. The role requires excellent communication skills, attention to detail, and a warm, professional tone.

Key Responsibilities:

Call Handling & Communication

• Answer all incoming calls promptly, courteously, and professionally.

• Direct calls to the correct departments or rooms efficiently.

• Handle guest requests, inquiries, wake-up calls, and service orders.

• Make outgoing calls on behalf of guests when required.

• Maintain clear and friendly communication at all times.

Guest Service Support

• Assist guests with information about hotel services, facilities, and local attractions.

• Record and follow up on guest requests (amenities, housekeeping, maintenance, etc.).

• Log wake-up call requests accurately and ensure timely delivery.

• Support emergency situations by following hotel communication protocols.

Administrative Tasks

• Maintain records of calls, requests, and follow-up actions.

• Update internal telephone lists and extension directories.

• Report any system issues or technical problems to IT or management.

• Ensure all communication standards and hotel policies are followed.

Coordination & Teamwork

• Communicate guest issues to relevant departments for quick resolution.

• Support Front Office, Concierge, and Guest Relations when needed.

• Work closely with the Supervisor or Duty Manager during busy periods.

Qualifications & Skills:

• Previous experience as a Telephone Operator or in customer service preferred.

• Strong communication and telephone etiquette skills.

• Ability to multitask and manage calls efficiently.

• Basic computer knowledge and familiarity with telephone systems.

• Calm, polite, and professional attitude.

• Fluency in English; additional languages (Arabic, Russian, German, etc.) are an advantage.