Telephone Operator

Job Location:

La Suite Dubai Hotel & Apartment

NH Collection Hotels & Resorts showcases captivating hotels housed in authentic landmark buildings across Europe, Latin America, the Middle East, Asia, and beyond. Thoughtfully designed with an eclectic-elegant atmosphere, our hotels are built to evoke extraordinary feelings — paying great attention to stimulating details that create truly memorable moments.

We welcome business travellers, friends, and couples seeking premium service, and we craft experiences centred on wellbeing, gastronomy, culture, and pure indulgence. If you are passionate about creating those extraordinary moments for every guest, NH Collection is the place to do it. Feel the extraordinary.

The Telephone Operator is responsible for handling all incoming and outgoing calls in a professional, courteous, and efficient manner. The role serves as the first point of contact for guests, clients, and employees, ensuring seamless communication, accurate call routing, and exceptional customer service. The Telephone Operator must maintain confidentiality, support front office operations, and contribute to a positive guest and customer experience.

Key Responsibilities

• Answer and manage incoming calls promptly and professionally.
• Transfer calls accurately to the appropriate department or individual.
• Take and relay messages efficiently and confidentially.
• Provide information regarding company facilities, services, policies, and departments.
• Assist guests and callers with inquiries, requests, and concerns.
• Maintain updated internal and external telephone directories.
• Operate and monitor the telephone switchboard system.
• Handle emergency calls and communications according to company procedures.
• Record and report technical issues related to telecommunications equipment.
• Maintain a high level of customer service and professionalism at all times.
• Support front office and administrative tasks when required.
• Ensure compliance with company policies, procedures, and confidentiality standards.
  
  

• High School Diploma or equivalent.
• Hospitality, Business Administration, or Customer Service certification is an advantage.
  
  

• Minimum 2–5 years of experience as a Telephone Operator, Call Center Agent, Receptionist, Guest Service Agent, or similar customer-facing role.
• Previous experience in the hospitality, hotel, healthcare, or corporate sector is highly preferred.
• Experience handling high-volume call traffic and multi-line switchboard systems.
• Proven ability to provide excellent customer service and manage guest inquiries professionally.
• Experience coordinating with multiple departments and handling emergency communications when required.
• Knowledge of Opera PMS (Property Management System) is a strong advantage, particularly for hospitality and hotel environments.
  
  

• Excellent verbal and written communication skills.
• Professional telephone etiquette.
• Strong customer service and interpersonal skills.
• Ability to multitask and manage multiple calls simultaneously.
• Good listening and problem-solving abilities.
• Proficiency in Microsoft Office applications.
• Basic administrative and data-entry skills.
• Ability to remain calm and professional under pressure.
• Strong organizational and time-management skills.
• Fluency in English; additional languages are an advantage.
• Familiarity with Opera PMS is a plus.