Telephone Operator

Accor Hotels; Victoria; On-site; CAD 35,000 - 50,000; Full time

Job summary

Join a leading hospitality brand as a Royal Services Agent at Fairmont Doha. This role is central to guest communication, requiring warmth and professionalism in handling calls and guest requests. If you have a passion for exceptional service and efficiency, apply now.

Qualifications

• Experience in Front Office, Royal Services or Call Center in a luxury hotel.
• Fluency in English; knowledge of other languages like Arabic, French or Russian is a plus.
• Polished telephone etiquette and calm demeanor under pressure.

Responsibilities

• Answer incoming calls with professionalism using hotel etiquette.
• Handle guest requests and inquiries accurately.
• Ensure timely service delivery and manage emergencies.

Skills

Communication

Multitasking

Customer Service

Computer Literacy

Tools

Opera PMS

Royal Service Manager

Job description

Company Description

#BeLimitless

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

Do what you love; care for the world; dare to challenge the status quo! #BELIMITLESS

Job Description

As a Royal Services Agent at Fairmont Doha, you are the heart of the guest communication experience. Responsible for handling all internal and external calls with warmth, professionalism, and efficiency, you will be the voice of the hotel, ensuring seamless communication between guests and all hotel departments. Your role also includes responding to guest requests, coordinating service delivery, and ensuring timely follow-ups in line with Fairmont’s luxury service standards.

Key Responsibilities:

• Answer all incoming calls promptly, courteously, and professionally using the hotel’s established telephone etiquette.

• Handle guest requests and inquiries, ensuring accurate logging and follow-up via appropriate platforms (e.g., Royal Service Manager system).

• Monitor all guest requests to ensure timely and efficient service delivery, liaising with relevant departments when necessary.

• Act as a central point of communication for emergencies, coordinating and dispatching assistance as per hotel safety protocols.

• Manage wake-up call requests and ensure accuracy and punctuality.

• Log guest preferences, service interactions, and incidents in the appropriate systems (e.g., Opera PMS, Royal Service Manager).

• Maintain confidentiality of guest information and hotel data at all times.

• Support in-room dining orders and other guest-facing service coordination as needed.

• Ensure guest satisfaction through proactive communication and ownership of the guest experience.

Qualifications

Qualifications:

• Previous experience in a Front Office, Royal Services, or Call Center role in a luxury hotel is an asset.

• Excellent communication skills in English; additional languages (especially Arabic, French, or Russian) are an advantage.

• Strong computer literacy and familiarity with Opera PMS and Royal Service Manager (or similar systems).

• Polished telephone etiquette and a calm, courteous demeanor under pressure.

• Passion for delivering exceptional guest service and exceeding expectations.

• Ability to multitask, prioritize, and remain composed in a fast-paced environment.