Telephone Operator

Job description

Company Description

SO/ is a coveted collection of hotels, rooted in the world of fashion. Making its stylish debut on the global hotel scene in 2011, SO/ continues to command attention with its avant-garde design and creative approach to the world of luxury.

Job Description

As a Telephone Operator at SO/ Uptown Dubai, you will be the first voice our guests hear and a vital link between hotel departments. Your role is to deliver efficient, warm, and personalized communication in line with SO/’s bold and stylish brand values. You will handle all internal and external calls with professionalism, ensuring prompt service, accurate messaging, and seamless guest experiences 24/7.

Key Responsibilities:

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Answer all incoming calls, internal and external, with a warm, engaging, and professional tone.

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Process guest requests, messages, wake-up calls, and complaints efficiently and accurately.

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Transfer calls to the correct departments or guest rooms as appropriate.

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Log all calls, requests, and complaints in the system (e.g., Opera / HotSOS).

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Maintain up-to-date knowledge of hotel services, outlets, promotions, and emergency procedures.

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Follow standard operating procedures (SOPs) for lost & found, emergency calls, and VIP communication.

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Support communication between departments and assist in guest-related coordination.

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Ensure guest privacy and security are maintained at all times.

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Handle wake-up call requests precisely and follow up on missed calls.

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Work closely with Front Office, Concierge, Housekeeping, and Engineering to fulfill guest requests.

Qualifications

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Previous experience in a similar role in a luxury or lifestyle hotel environment preferred.

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Excellent communication skills in English (verbal & written); Arabic or other languages is a plus.

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Knowledge of hotel telephone systems (e.g., Avaya, Mitel) and property management systems (e.g., Opera).

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Exceptional guest service and telephone etiquette.

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Ability to multitask, stay calm under pressure, and handle confidential information.

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High attention to detail and accuracy in handling messages and requests.

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Flexible schedule, including night, weekend, and holiday shifts.

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A warm, energetic, and professional personality in line with SO/ brand identity.

Additional Information

Desirable Qualities:

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Passionate about lifestyle luxury hospitality and guest engagement.

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Tech-savvy and comfortable using multiple systems.

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A proactive team player with a can-do attitude.

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Ability to work independently and take initiative.

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Familiarity with Accor brand standards and Heartist culture is a plus.