Telephone Operator / Royal Service Agent

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist, and let your heart guide you in this world where life beats faster.

Job Description

We are seeking a professional and courteous Telephone Operator / Royal Service Agent to join our team in Cairo, Egypt. In this role, you will serve as the first point of contact for our organization, managing incoming and outgoing calls while providing exceptional customer service. You will be responsible for routing calls to appropriate departments, handling inquiries with professionalism, and ensuring every caller receives a positive experience that reflects our commitment to excellence.

• Answer incoming calls promptly and professionally, greeting callers with courtesy and warmth
• Route calls to the appropriate departments or personnel based on caller needs and organizational protocols
• Manage call queues efficiently and minimize wait times while maintaining service quality
• Provide information about services, facilities, and organizational offerings to callers
• Take accurate messages and ensure timely delivery to intended recipients
• Handle customer inquiries and complaints with empathy, patience, and problem-solving skills
• Maintain detailed call logs and records using telephone systems and organizational software
• Multitask effectively by managing multiple calls, administrative duties, and customer requests simultaneously
• Demonstrate professional telephone etiquette and communication skills at all times
• Assist with general administrative tasks as needed to support organizational operations
• Maintain confidentiality and handle sensitive information with discretion
• Provide feedback on caller concerns to management to support continuous service improvement

Qualifications

• Proven experience as a Telephone Operator, Royal Service Agent, or in a similar customer-facing role
• Excellent verbal communication skills with clear pronunciation and professional telephone etiquette
• Strong interpersonal and customer service skills with the ability to remain calm under pressure
• Proficiency in multitasking and managing multiple calls simultaneously
• Exceptional organizational and time management abilities
• Attention to detail and accuracy in recording information and routing calls
• Ability to work independently and as part of a team in a fast-paced environment
• Proficiency with computer systems and basic office software applications
• Bilingual capabilities in Arabic and English
• Active listening skills and the ability to understand and address caller needs effectively
• Problem-solving abilities and conflict resolution skills
• Professional demeanor and positive attitude toward customer service
• Flexibility to adapt to changing priorities and organizational needs

Additional Information

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.