Cluster Telephone Operator

About the role

The Cluster Telephone Operator supports guests by anticipating their needs and handling inquiries with attentiveness. Working within the hotel front office, the role requires comprehensive knowledge of the hotel’s products and services to deliver a high‑standard guest experience.

Key responsibilities

• Anticipate guest needs and respond to telephone inquiries promptly and courteously.
• Maintain complete knowledge of room types, rates, facilities, food & beverage outlets, spa promotions and other property features.
• Take personal responsibility for service quality, ensuring guest satisfaction standards are consistently met.
• Follow up on guest issues in a timely manner and suggest innovative alternatives to meet their needs.
• Develop harmonious working relationships with all hotel departments.
• Participate in hotel events, daily shift briefings and training sessions to enhance professional skills.

Required profile

• Strong focus on customer service.
• Prior experience in hotel front‑office operations is preferred.
• Excellent communication skills; fluency in English and Arabic is an asset.
• Willingness to work shifts, weekends and public holidays.

Required skills

• Proficiency in Microsoft Office.
• Experience with current Property Management Systems (PMS).