Telephone Operator / Royal Service Agent

About the role

A hotel belonging to the Accor network, which brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations, is looking for a professional and courteous Telephone Operator / Royal Service Agent in Cairo, Egypt. The role is the first point of contact for the organization, managing incoming and outgoing calls and providing excellent customer service.

Key responsibilities

• Answer incoming calls promptly and professionally, greeting callers with courtesy and warmth
• Route calls to the right departments or people according to caller needs and organizational protocols
• Manage call queues efficiently and keep wait times low while maintaining service quality
• Inform callers about services, facilities and organizational offerings
• Take accurate messages and make sure they reach the intended recipients on time
• Handle customer inquiries and complaints with empathy, patience and problem-solving skills
• Maintain detailed call logs and records using telephone systems and organizational software
• Assist with general administrative tasks and provide feedback on caller concerns to management

Required profile

• Proven experience as a Telephone Operator, Royal Service Agent or in a similar customer-facing role
• Bilingual Arabic and English
• Ability to work independently and as part of a team in a fast-paced environment
• Flexibility to adapt to changing priorities

Required skills

• Excellent verbal communication, clear pronunciation and professional telephone etiquette
• Strong interpersonal and customer service skills, remaining calm under pressure
• Proficiency in multitasking and managing several calls at once
• Attention to detail and accuracy in recording and routing calls
• Proficiency with computer systems and basic office software