Telephone Operator – Front Office – Mercure Dubai Barsha Heights Hotel Suites And Apartments

Position Summary:

The Telephone Operator is responsible for handling all incoming and outgoing calls efficiently and courteously, ensuring seamless communication between guests, departments, and external contacts. The role requires a professional tone, accuracy, and a guest-focused approach to deliver exceptional service through every interaction.

Key Responsibilities:

• Answer all incoming calls promptly, courteously, and professionally, following hotel communication standards.

• Handle guest requests, inquiries, and wake-up calls efficiently and accurately.

• Connect internal calls and ensure messages are delivered promptly to the concerned department or guest.

• Maintain updated knowledge of hotel services, facilities, and promotions to assist callers effectively.

• Log all calls, messages, and guest requests accurately in the system.

• Coordinate with housekeeping, maintenance, and other departments for timely guest assistance.

• Handle emergency calls and procedures calmly and efficiently, following hotel safety protocols.

• Assist in managing internal communication systems, directories, and telephone extensions.

• Ensure the switchboard area and communication equipment are always in good working order.

• Uphold grooming and communication standards at all times.

Qualifications & Skills:

• High school diploma or equivalent; additional training in customer service or communication is an advantage.

• Previous experience as a Telephone Operator or in Front Office within a hotel environment preferred.

• Excellent verbal communication and listening skills.

• Courteous, professional, and well-spoken personality.

• Good computer skills and experience with PMS or telephone systems (e.g., Opera, Mitel).

• Strong multitasking, organizational, and problem-solving abilities.

• Fluency in English; knowledge of additional languages (Arabic, Russian, French, etc.) is an asset.