About the Hotel

Located within the fashionable Al Bateen Marina is the sophisticated waterfront retreat, Royal M Hotel by Gewan Abu Dhabi, offering the ultimate comfort and luxury for both business and leisure travelers alike. Perfectly placed in the heart of Abu Dhabi, providing easy access to the Corniche Beach and just moments from an array of shopping malls.

The inspiring nautical design, contemporary streamlined architecture, and bespoke private villas radiate the promise of an experience that awaits within.

From the moment you set foot in the hotel, you know you are taking the first steps on a truly unique journey. A magnificent colonnade frames the impressive Marina view through into the lobby, where the hotel’s elegant modern style reveals itself further.

Role Overview

As a Telephone Operator – Arabic Speaker, you will be the voice of the hotel, managing internal and external calls, guest requests, wake-up calls and urgent communications. You will ensure every interaction is handled promptly, accurately and professionally in both Arabic and English.

Key Responsibilities

• Answer internal and external calls promptly using the approved hotel greeting and telephone etiquette.
• Communicate confidently with guests in both Arabic and English.
• Route calls accurately to guestrooms, departments and relevant team members.
• Take clear messages and ensure they are delivered promptly and correctly.
• Record and follow up on guest requests until completion, coordinating with Front Office, Housekeeping, Engineering, F&B and other departments.
• Set, verify and document wake-up calls accurately.
• Provide guests with correct information about hotel facilities, services, dining venues and operating hours.
• Follow established procedures for medical, fire, security and other emergency calls.
• Maintain guest confidentiality and comply with data-privacy and security procedures.
• Report telephone system or line issues promptly to IT or Engineering.
• Prepare accurate shift handovers and maintain all required call and request logs.

Requirements

• 1–2 years’ experience as a Telephone Operator, PBX Operator or Front Office Agent in a four- or five-star hotel.
• Fluency in Arabic and English, both spoken and written, is mandatory.
• Clear and professional telephone manner with strong listening and communication skills.
• Familiarity with modern PBX or VoIP telephone systems is preferred.
• Basic knowledge of Opera PMS is an advantage.
• Strong attention to detail and accuracy when recording messages, requests and wake-up calls.
• Ability to multitask and remain calm during high call volumes or emergency situations.
• Flexibility to work rotating shifts, nights, weekends and public holidays.
• Priority will be given to candidates available to join immediately.