Telephone Operator

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. A dditional Information • 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 Qualifications • 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.