Telephone Operator (Russian Speaker)

Position: Telephone Operator – Russian Speaker
Hotel: Mercure Hotel Suites & Apartments
Location: Barsha Heights, Dubai
Department: Front Office / Operator-Rooms
Reports To: STO Supervisor / DM/AFOM

Job Purpose

The Telephone Operator is responsible for handling all incoming and outgoing calls efficiently and professionally while providing prompt assistance to guests and hotel colleagues. The position requires a Russian-speaking professional who can communicate effectively with Russian-speaking guests and ensure a high standard of telephone service.

Key Responsibilities

• Answer all incoming telephone calls promptly, professionally, and courteously.
• Handle guest calls, enquiries, requests, and messages efficiently.
• Provide accurate information about hotel facilities, services, room types, and operating hours.
• Assist Russian-speaking guests in Russian and English.
• Transfer calls to the appropriate departments or extensions accurately.
• Take and deliver guest messages promptly and ensure proper follow-up.
• Handle wake-up calls accurately and according to guest requests.
• Assist guests with restaurant reservations, transportation requests, housekeeping services, maintenance requests, and other hotel services.
• Record and communicate guest requests to the relevant departments.
• Follow up on pending guest requests to ensure timely resolution.
• Maintain confidentiality of guest information at all times.
• Handle emergency calls and immediately notify the relevant department or management when required.
• Maintain an updated list of hotel extensions, emergency contacts, and important telephone numbers.
• Coordinate closely with Front Office, Housekeeping, Engineering, Security, Reservations, and other departments.
• Ensure all telephone interactions meet the hotel's service standards.
• Maintain a professional, friendly, and helpful tone at all times.
• Record relevant telephone calls, requests, and incidents accurately.
• Assist with administrative duties related to the Telephone Operator function.
• Perform any other duties assigned by the Front Office Management.

Qualifications & Requirements

• Previous experience as a Telephone Operator, Guest Service Agent, Front Desk Agent, or similar hotel position is preferred.
• Fluent Russian and English communication skills are required.
• Excellent telephone etiquette and communication skills.
• Strong guest-service and interpersonal skills.
• Good computer skills and knowledge of hotel systems.
• Knowledge of OPERA Cloud is an advantage.
• Professional, pleasant, and confident telephone manner.
• Ability to remain calm and professional when handling guest complaints or urgent requests.
• Strong attention to detail and ability to multitask.
• Good organizational and follow-up skills.
• Ability to work effectively as part of a multicultural team.
• Flexible to work shifts, weekends, and public holidays.

Key Competencies

• Excellent communication skills
• Customer service orientation
• Professional telephone etiquette
• Active listening
• Problem-solving skills
• Attention to detail
• Teamwork and cooperation
• Multitasking and time management
• Professionalism and confidentiality
• Positive and helpful attitude

Candidate Profile

We are looking for a friendly, professional, and service-oriented Russian-speaking Telephone Operator who can communicate confidently with guests, respond efficiently to their requests, and consistently deliver a warm and professional telephone experience at Mercure Hotel Suites & Apartments, Barsha Heights.

Pay: AED1,500.00 per month

Work Location: In person