Telephone Operator

InterContinental Hotels Group; Doha; On-site; QAR 39,000 - 61,000; Full time

Benefits offered by this job

Competitive salary and benefits

Job summary

InterContinental Doha Beach & Spa is seeking a Telephone Operator to deliver exceptional guest service by handling all incoming and outgoing calls with professionalism and warmth.

You will be the central communication point across hotel departments, coordinating wake-up calls, messages, and requests, and sharing information about facilities, hours, and promotions, while upholding brand standards and guest satisfaction.

Qualifications

• Diploma or degree in Hospitality Management or related field.
• Experience in a Guest Service Center or Front Office is preferred.
• Experience in a five-star or luxury hotel environment is an advantage.
• Strong English communication; additional languages are a plus.
• Basic computer literacy and ability to learn hotel operating systems.
• Excellent telephone etiquette and active listening.

Responsibilities

• Answer all incoming calls promptly and professionally.
• Transfer calls and provide relevant information about facilities and hours.
• Manage wake-up calls, messages, and guest requests.
• Record and deliver messages to the appropriate departments.
• Escalate complaints and urgent requests when needed.
• Communicate updates to guests and hand over outstanding requests during shifts.
• Coordinate with Housekeeping, Engineering, and Front Office to ensure timely service.

Skills

Excellent verbal English

Telephone etiquette

Active listening

Interpersonal skills

Education

Diploma or degree in Hospitality Management or related field

Experience in luxury hotel environment

Tools

Opera PMS

MS Office

Job description

About Us

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.

If you'd like to embrace a wider world of experiences and opportunities, we'd like to welcome you to the world's most international luxury hotel brand.

Located on Doha's longest private beach and nestled in landscaped gardens, the InterContinental Doha Beach & Spa features 12 restaurants, a range of recreational facilities, a free-form swimming pool, and the world-class Spa InterContinental.

Situated in an exclusive location, minutes from downtown Doha and major government and corporate offices and within minutes to the Doha Exhibition and Convention Centre, City Center Mall, and Doha Golf Club, our properties offer distinctive surroundings which will forever redefine luxury.

Located within the InterContinental Doha Beach & Spa in West Bay Lagoon, Mykonos Restaurant offers a contemporary Greek-taverna dining experience in a luxurious setting. The décor evokes the feel of the Greek islands, using whites and blues, with an expansive terrace overlooking the pool and Arabian Sea. Live bouzouki music and vibrant ambiance add to the dining experience on select evenings.

Your Day to Day

The Telephone Operator is responsible for delivering exceptional guest service through the efficient, professional, and courteous handling of all incoming and outgoing telephone calls and guest requests. The role serves as a central communication point between guests, hotel departments, and external callers, ensuring that every interaction reflects the hotel's service culture and commitment to delivering memorable guest experiences.

Key Responsibilities

• Answer all incoming internal and external telephone calls promptly and professionally, following the hotel's telephone etiquette standards.

• Handle guest inquiries, transfer calls accurately, and provide relevant information about hotel facilities, services, operating hours, and ongoing promotions.

• Manage wake-up calls, message taking, call forwarding, and other telephone-related services accurately and efficiently.

• Ensure that all messages are recorded completely and delivered to the appropriate recipients without delay.

• Handle external callers courteously and ensure calls are directed to the relevant departments or colleagues.

• Receive, record, coordinate, and follow up on guest requests received through telephone calls and other designated communication channels.

• Coordinate with Housekeeping, Engineering, Room Service, Front Office, Concierge, and other relevant departments to ensure timely service delivery.

• Monitor pending requests and follow up with the responsible departments to ensure completion within established service standards.

• Communicate updates to guests when necessary and ensure that outstanding requests are properly handed over between shifts.

• Escalate complaints, urgent requests, and service recovery situations to the appropriate supervisor or manager.

• Deliver personalized, warm, and professional service in every interaction, demonstrating genuine care and a commitment to guest satisfaction.

• Anticipate guest needs and provide clear, accurate, and helpful information.

• Handle guest complaints and concerns with empathy, patience, and professionalism, taking appropriate action within the scope of authority.

• Ensure that every guest interaction reflects the hotel's brand standards and service culture.

• Maintain a positive and composed attitude when dealing with demanding situations or high call volumes.

What We Are Looking For

• Diploma or degree in Hospitality Management, Tourism, or a related field is an advantage.

• Previous experience in a Guest Service Center, Telephone Operator, Front Office, or customer service role is preferred.

• Experience in a five-star or luxury hotel environment is an advantage.

• Excellent verbal communication skills in English; additional languages are an asset.

• Basic computer literacy and the ability to learn hotel operating systems.

• Strong telephone etiquette, active listening, and interpersonal skills.

What We Offer

• We’ll reward all your hard work with competitive salary and benefits.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.careers.ihg.com to find out more about us.

So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests.