Telephone Operator

Job Location

La Suite Dubai Hotel & Apartment

NH Collection Hotels & Resorts features captivating hotels in renowned landmark buildings across Europe, Latin America, the Middle East, Asia, and beyond. These hotels combine eclectic and elegant design to create memorable experiences that focus on wellbeing, gastronomy, culture, and indulgence. We strive to offer premium service tailored for business travelers, friends, and couples. If you are passionate about crafting exceptional guest experiences, NH Collection is the perfect place to excel.

Role Overview

The Telephone Operator plays a crucial role as the initial point of contact for guests, clients, and employees. This position involves managing all incoming and outgoing calls efficiently and courteously, ensuring correct routing and clear communication. The role demands confidentiality, supports front office operations, and contributes to an outstanding guest and customer experience.

Key Duties

• Promptly answer and handle incoming calls in a professional manner.
• Accurately transfer calls to the appropriate department or personnel.
• Take clear and confidential messages when necessary and convey them efficiently.
• Provide callers with information about company services, facilities, policies, and departments.
• Assist guests and callers by addressing questions, requests, and concerns thoughtfully.
• Keep internal and external telephone directories up to date.
• Operate and monitor the telephone switchboard system effectively.
• Manage emergency communications following company procedures.
• Report any technical issues with telecommunications equipment.
• Maintain exceptional customer service and professionalism at all times.
• Support front office and administrative tasks as needed.
• Ensure all actions comply with company policies, confidentiality standards, and procedures.

Education & Qualifications

• High school diploma or equivalent required.
• Certifications in Hospitality, Business Administration, or Customer Service are advantageous.

Experience

• At least 2 to 5 years in roles such as Telephone Operator, Call Center Agent, Receptionist, Guest Service Agent, or similar customer-facing positions.
• Preferably experienced in hospitality, hotel, healthcare, or corporate environments.
• Experienced in managing multiple calls and high-volume call traffic with multi-line switchboards.
• Demonstrated excellence in customer service and guest inquiry management.
• Capable of coordinating with various departments and handling emergency calls.
• Knowledge of Opera Property Management System (PMS) is a significant advantage, especially in hospitality settings.

Skills & Competencies

• Excellent verbal and written communication abilities.
• Professional telephone etiquette.
• Strong interpersonal and customer service skills.
• Capability to multitask and handle several calls simultaneously.
• Good listening skills paired with problem-solving capability.
• Proficient in Microsoft Office suite.
• Basic administrative and data entry skills.
• Ability to remain calm and professional under pressure.
• Organized with efficient time-management skills.
• Fluent in English; knowledge of additional languages is beneficial.
• Familiarity with Opera PMS is a plus.