Telephone Operator / Royal Service Agent

About the role

We are looking for a professional Telephone Operator / Royal Service Agent to be the first point of contact for our guests and partners at a leading hotel in Cairo. You will manage inbound and outbound calls, provide accurate information, and ensure every interaction reflects our commitment to hospitality excellence.

Key responsibilities

• Answer incoming calls promptly, greeting callers with courtesy and warmth.
• Route calls to the appropriate departments or personnel based on caller needs.
• Manage call queues efficiently, minimizing wait times while maintaining service quality.
• Provide information about hotel services, facilities, and offerings.
• Take accurate messages and ensure timely delivery to intended recipients.
• Handle customer inquiries and complaints with empathy and problem‑solving skills.
• Maintain detailed call logs and records using telephone systems and organizational software.
• Assist with general administrative tasks to support hotel operations.
• Maintain confidentiality and handle sensitive information with discretion.

Required profile

• Proven experience in a telephone operator, royal service, or similar customer‑facing role.
• Excellent verbal communication with clear pronunciation and professional telephone etiquette.
• Strong interpersonal skills and ability to stay calm under pressure.
• Ability to multitask and manage multiple calls simultaneously.
• Attention to detail and accuracy in recording information.
• Independent work ethic combined with teamwork in a fast‑paced environment.
• Bilingual capability in Arabic and English.

Required skills

• Proficiency with computer systems and basic office software applications.