Telephone Operator

Posted Date 1 month ago(18/04/2024 07:58)
Job ID
TFG Hospitality
Job Location
The First Collection at JVC


Born in the heart of Dubai, The First Collection embodies a blend of authentic, value-driven experiences, emphasising comfort and ease in each bespoke accommodation. Our hotels, each teeming with its own character, transcend conventional stays, offering immersive experiences designed for genuine connections. Adorned with contemporary elegance, our spaces beckon guests into a haven of warmth and style, all set against the vibrant backdrop of Dubai’s illustrious neighbourhoods. Each of our hotels serves as an urban retreat where the excitement of the city is complemented by serene moments at Soluna Restaurants and Beach Club on The Palm Jumeirah. Our guests are given access to a world of exclusivity, comfort, diverse dining, and private access to our beach club’s Mediterranean-inspired charm, seamlessly blending the essence of an unparalleled urban resort experience. 


As part of The First Group, the region’s pinnacle in award-winning lifestyle hotels and investment solutions, The First Collection stands as more than a hotel brand – it is a commitment, a passion, and a journey into Dubai’s finest.


Job Description


Job Summary:


The Telephone Operator is responsible for providing exceptional customer service to hotel guests, especially when it comes to calls inquiries. They are operates the telephone switchboard station and process guest requests for wake-up calls and other requests related to placing or receiving telephone calls.


Key Responsibilities:

  • Ensure brand standards, policies and procedures are adhered to at all times.
  • Maintain complete knowledge of all hotel features/services, hours of operations, all hotel restaurant food concepts, menu price range, dress code and ambiance, all hotel room types, numbers/names, layout appointments, amenities and locations, all hotel room rates, special packages and promotions, daily house count and expected arrivals/departures scheduled daily group activities, names and locations of meeting/banquet rooms, room availability status for any given day.
  • Maintain cleanliness throughout the areas.
  • Organize and implement all special needs, personal preferences and amenity distribution in accordance to the department’s standards and procedures.
  • Answer and direct all external incoming telephone calls following the standard telephone etiquettes.
  • Takes In Room Dining orders from the guests over the telephone. Enters order into MICROS system.
  • Communicates special instructions to the kitchen and expediters.
  • Handles guests’ complaints and takes action to resolve problems.
  • Accepts and relays guests messages, either manually, written or through voice mail system.
  • Maintain and update Opera telephone Directory.
  • Prepare any admin related tasks delegated by the line manager.
  • Takes request for wake up calls and follows through to ensure guests receive their wake up call at the requested time.
  • Greets guests with a cheerful and pleasant voice during the conversation.
  • Responds to emergency situations calmly, effectively, according to hotel guidelines.
  • Actively participate in sending and distributing all incoming and outgoing faxes and messages.
  • Understand and know all SOPs for fire evacuation, your role and what is required in Emergency situation.
  • Successful completion of the training / certification process.
  • Develop and maintain positive and productive working relationships with other employees and departments.  Support all co-workers and treat them with dignity and respect.
  • Follow, comply and ensure that all guests are checked-in and out from the DTCM e-service portal and CID systems.
  • Follow, comply and ensure that all service requests and incidents either requested by a guest and/or associates are logged into FCS/e-connect software in a timely manner.
  • Perform any other works as and when assigned by the supervisor and/or management.

Desired Skill & Expertise


  • At least 1+ years experience working at the reception or as a telephone operator in a 4* property with 250+ inventory.
  • 1 year experience Front Office computer literacy 
  • Excellent communications skills with Proficiency in speaking and writing English.
  • Team player with excellent planning, organizing skills and excellent problem-solving skills.
  • Able to work flexible working hours with rotating shifts.
  • Pleasant personality and good grooming.


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