Guest Communications Agent - Telephone & Front Desk

Kempinski; Doha; Vor Ort; QAR 28.000 - 50.000; Vollzeit

Zusammenfassung

Kempinski Doha is seeking a Telephone Operator to handle all incoming calls from guests and internal sources with friendliness and care, following Kempinski and Leading Quality Assurance standards. You will maintain call records, relay messages, and manage wake-up calls while supporting emergencies as a central communications point.

Responsibilities include updating telephone lists, assisting guests with information, DND requests, and directing inquiries to the right colleagues.

Aufgaben

• Answer all incoming calls, connect them to the appropriate extension in an efficient, friendly and caring manner according to the Kempinski standards.
• Write down messages accurately for our guests and deliver messages in a timely manner.
• Handle guests' requests for DND (Do Not Disturb) and confidential status.
• Handle personal wakeup call requests for guests according to the LQA (Leading Quality Assurance) standard and automatic wakeup call requests for group and crew guests.
• Answer all guest questions / requests in a friendly and caring manner, take appropriate actions or if needed, refer the matters to the relevant persons to handle.
• In case of emergency, handles all communications for the hotel whilst serving as the communication center.
• Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial). Coordinate with front office reception all telephones charges to ensure they are billed and collected from guests.
• Monitor TV channels in addition to outlets' and public area's music to ensure smooth and proper functioning.
• In case of emergency, handle all communications for the hotel whilst serving as the communication center.
• Keep abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel product knowledge.
• Maintain the neatness of their working area at all time.
• Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Jobbeschreibung

Kempinski Doha is seeking a Telephone Operator to handle all incoming calls from guests and internal sources with friendliness and care, following Kempinski and Leading Quality Assurance standards. You will maintain call records, relay messages, and manage wake-up calls while supporting emergencies as a central communications point.

Responsibilities include updating telephone lists, assisting guests with information, DND requests, and directing inquiries to the right colleagues.