Novotel World Trade Centre Dubai is seeking a Telephone Supervisor to oversee guest communications and ensure all telephone interactions are handled efficiently, courteously, and professionally. This role involves supervising the telephone operator team, maintaining smooth communication within the hotel, and enhancing guest satisfaction through prompt and high-quality service. The position also requires leadership, problem-solving, and customer service excellence to uphold the standards of Accor hospitality.

Key Responsibilities

• Welcome guests courteously over the phone and anticipate their needs.

• Receive, route, and connect incoming and outgoing calls promptly.

• Handle guest complaints and provide timely solutions.

• Follow up on guest comments to ensure satisfaction.

• Represent the hotel positively and maintain brand standards over the telephone.

• Assist guests with special requests (e.g., medical calls, information assistance).

• Support front office operations, including guest check-ins/check-outs when required.

• Monitor voicemail, emails, and administrative tasks (filing, data entry).

• Coordinate with other departments (housekeeping, maintenance) to fulfil guest needs.

• Provide assistance during emergency situations.

• Stay updated on hotel promotions and communicate them to guests.

• Supervise, train, and motivate the telephone operator team.

Requirements

• Proven experience in telephone operator/guest services role, preferably in hospitality.

• Strong customer service skills with the ability to stay calm under pressure.

• Leadership ability to supervise and motivate a team.

• Knowledge of hotel services, telephone systems, and Opera software.

• Excellent communication and interpersonal skills with a professional demeanor.

• Fluency in English; knowledge of additional languages is an advantage.

• Strong organizational skills and attention to detail.

Company Details

Novotel Hotels, part of the Accor Group, is a world-leading hospitality brand committed to providing exceptional guest experiences. At Novotel World Trade Centre Dubai, employees are part of a vibrant, diverse team that supports growth, learning, and limitless career possibilities. Accor values diversity, inclusion, and a culture where everyone is welcome to thrive.

Job Type: Full-time | On-site