Position Overview

We are seeking a professional and enthusiastic Telephone Operator to join our Front Office team. The ideal candidate will serve as a crucial point of contact for our guests, ensuring efficient communication and exceptional service delivery.

Key Responsibilities

Guest Communications

Handle all incoming calls to the hotel promptly and professionally

Process internal and external calls efficiently using the hotel's telephone system

Provide accurate information about hotel services, facilities, and local attractions

Handle guest requests and route them to appropriate departments

Maintain updated knowledge of hotel events, promotions, and daily activities

Operational Duties

Operate the hotel switchboard and maintain call logs

Process wake-up call requests and ensure timely execution

Handle emergency calls according to standard operating procedures

Maintain guest privacy and confidentiality at all times

Monitor emergency alarm systems and follow protocols when activated

Update room status information in coordination with Housekeeping

Assist with paging hotel staff and guests when required

Administrative Responsibilities

Maintain accurate records of all calls and messages

Update guest information in the hotel management system

Coordinate with other departments to ensure smooth communication flow

Assist in preparing daily reports and maintaining documentation

Support the Front Office team during peak hours

Required Qualifications

High school diploma or equivalent

Previous experience in a similar role preferably in a 4 or 5-star hotel

Excellent command of English, both written and verbal

Additional languages are an advantage

Computer literacy and familiarity with hotel management systems

Required Skills

Outstanding communication and listening skills

Professional telephone etiquette

Ability to multitask in a fast-paced environment

Strong problem-solving abilities

Excellent attention to detail

Team player mentality

Customer service oriented

Calm and composed under pressure

Work Requirements

Flexible to work in shifts (morning, afternoon, night)

Available on weekends and holidays as per roster

Smart appearance and professional demeanor

Ability to stand for extended periods

Benefits

Competitive salary package

Hotel discounts across IHG properties worldwide

Medical insurance

Transportation allowance

Meal during duty

Annual leave as per UAE labor law

Career development opportunities within IHG

Training and development programs

Staff accommodation (subject to eligibility)

Career Development

Opportunity for growth within IHG's global network

Access to IHG's training and development programs

Cross-training opportunities in other departments

How to Apply

Qualified candidates should send their CV to ralph.houeis@ihg.com

with the subject line "Application - Telephone Operator - [Your Name]"

About Us

InterContinental Hotels Group understands that every customer has different needs and we aim to make our hotel facilities available and accessible to all of our guests equally. In rare instances where this is not possible we will endeavour to offer a suitable alternative.

Our UK hotels offer a range of facilities for guests with a perspective on disability including the following:

Designated Blue Badge car parking

Accessible facilities – bar, restaurant and meeting rooms

Accessible bathroom

Accessible bedrooms

Menus available in large print

Induction loops

Assistance dogs welcome

The following hotels have ceiling track hoist facilities in place:

Crowne Plaza London – Heathrow

Holiday Inn Cardiff City Centre

Holiday Inn Birmingham M6, Jct. 7

If requested in advance, one of the accessible guest rooms in the aforementioned hotels can be equipped with a hoist. It is important to note that the ceiling track in the bedroom is separate from that in the bathroom, so the hoist needs to be unhooked and carried through. Guests are advised to bring their own slings. For more information, please contact the hotel directly.