Telephone Operator
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Key skills for this role
About the Role
Novotel Hotels is seeking a Telephone Operator to handle all internal and external calls professionally, direct calls to appropriate departments, provide information about hotel services, and manage wake-up calls.
Key Skills for This Role
Responsibilities
- Answer all internal and external calls in a courteous and professional manner
- Direct calls to appropriate hotel departments or personnel efficiently
- Provide information about hotel services, room availability, amenities, and local attractions
- Log and execute wake up call requests accurately and on time
- Maintain knowledge of all food and beverage services, outlets, and hotel features
- Handle emergency and security calls in accordance with hotel protocols
- Take guest messages and ensure timely delivery
- Assist with guest requests or complaints over the phone, escalating when necessary
- Monitor and operate hotel's switchboard and other communication systems
- Update the internal telephone directory as needed
- Maintain confidentiality and privacy of guest information
Requirements
- High school diploma or equivalent
- Previous experience in hospitality or customer service preferred
- Excellent phone etiquette and communication skills
- Good knowledge of hotel operations and services
- Ability to multitask and remain calm under pressure
- Proficient in using telephone systems and basic computer applications
- Fluency in Arabic and English
Full Job Posting
Company Description
- Accor is a pioneer in responsible hospitality with over 45 brands, 5,600 hotels, and 10,000 restaurants in 110 countries.
- Joining Accor means becoming a Heartist, where hospitality is a work of heart.
Job Description
- Answer all internal and external calls courteously and professionally.
- Direct calls to appropriate hotel departments or personnel efficiently.
- Provide information about hotel services, room availability, amenities, and local attractions.
- Log and execute wake up call requests accurately and on time.
- Maintain complete knowledge of all food & beverage services, outlets and hotel services/features.
- Handle emergency and security calls in accordance with hotel protocols.
- Take guest messages and ensure timely delivery.
- Assist with guest requests or complaints over the phone, escalating when necessary.
- Monitor and operate hotel’s switchboard and other communication systems.
- Update the internal telephone directory as needed.
- Maintain confidentiality and privacy of guest information.
Qualifications
- High school diploma or equivalent.
- Previous experience in a similar hospitality or customer service role is preferred.
- Excellent phone etiquette and communication skills.
- Good knowledge of hotel operations and services.
- Ability to multitask and remain calm under pressure.
- Proficient in using telephone systems and basic computer applications.
- Fluency in Arabic & English; additional languages are a plus.
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