Telephone Operator

About Al Zorah Beach Resort

Nestled within a unique natural sanctuary near Dubai, Al Zorah Beach Resort is a refined coastal haven surrounded by protected mangroves, pristine sandy shores, and vibrant lagoons. Currently transitioning towards its future as the Four Seasons Resort Ajman, set to open in 2028, the resort aspires to deliver the pinnacle of luxurious hospitality through understated elegance and attentive service.

Role Overview

In the role of Telephone Operator, you will embody the welcoming voice of the resort, making a positive and lasting first impression on all guests and colleagues contacting the hotel. You will be integral in fostering smooth communication across various departments, handling guest inquiries accurately, and ensuring swift coordination to uphold an exceptional service experience. The job demands professionalism, discretion, and a naturally inviting attitude that aligns with the Four Seasons brand guidelines.

Primary Responsibilities

• Handle all incoming internal and external calls with politeness, efficiency, and professionalism.
• Manage and relay guest messages promptly and accurately.
• Oversee digital communication channels such as WhatsApp and other messaging platforms while maintaining confidentiality and tact.
• Update and maintain guest profiles, preferences, and records using Opera PMS or equivalent property management systems.
• Generate and distribute daily communication logs and reports.
• Coordinate follow-up on guest requests via the hotel management system.
• Maintain thorough knowledge of the resort's services, promotions, and local attractions to assist guests effectively.
• Collaborate closely with Front Office, Guest Relations, Concierge, and Bell teams to ensure seamless communication flow.
• Consistently adhere to all brand, Luxury Quality Assurance (LQA), and Forbes communication standards in every interaction.

Qualifications and Experience

• Possess at least 1 to 2 years of relevant experience as a Telephone Operator or Core Agent within a 5-star luxury hotel or resort.
• Fluency in English is essential; knowledge of Russian or Arabic is highly advantageous.
• Demonstrated strong telephone etiquette and customer service communication skills.
• Experience with Opera PMS or comparable hotel management software.
• Highly organized with the ability to effectively prioritize multiple tasks.
• Ability to remain calm, professional, and composed during high-pressure situations.
• Exemplary grooming, presentation, and a naturally warm and attentive demeanor.
• A proactive and cooperative team player dedicated to delivering excellence.