Telephone Operator

Fairmont Hotels & Resorts; Doha; On-site; QAR 200,000 - 400,000; Full time

Job summary

A luxury hotel chain in Doha is seeking a Telephone Operator to manage communications, guest service requests, and emergencies. Candidates should have prior experience in a luxury hotel or call center, excellent English, and strong computer skills. This role demands a passion for guest service and the ability to handle pressure adeptly.

Qualifications

• Prior experience in a frontline role within luxury hotel/resort.
• Ability to manage emergencies and facilitate guest service requests.
• Genuine passion for exceptional guest service.

Responsibilities

• Serve as the welcoming voice of the hotel.
• Handle incoming calls with warmth and professionalism.
• Log and monitor guest requests accurately.
• Coordinate responses in emergencies according to safety protocols.
• Manage wake-up calls and in-room dining orders.

Skills

Excellent written and spoken English

Strong computer literacy

Impeccable telephone etiquette

Strong multitasking skills

Calmness under pressure

Tools

Opera PMS

Royal Service Manager

Job description

Overview

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist, and let your heart guide you in this world where life beats faster.

Responsibilities

• As a Telephone Operator at Fairmont Doha, you'll serve as the welcoming voice of the hotel - handling both internal and external communications with warmth, professionalism, and grace. You’ll facilitate guest service requests, ensure smooth inter-department coordination, manage emergencies, and safeguard guest satisfaction throughout their stay.
• Promptly and courteously handle all incoming calls following established telephone etiquette.
• Log guest inquiries and requests accurately and follow up using systems like Opera PMS and Royal Service Manager
• Monitor and expedite guest requests, liaising with relevant departments to ensure timely delivery
• Serve as the central communication point in emergencies, coordinating responses per hotel safety protocols
• Manage wake-up calls, ensuring both accuracy and punctuality
• Record guest preferences, service interactions, and incidents in the appropriate systems
• Handle in-room dining orders and assist with coordination of guest-facing services as needed
• Uphold guest confidentiality and data privacy at all times
• Take proactive ownership of the guest experience, ensuring satisfaction through attentive communication and resolution

Qualifications

• Prior experience in a frontline role within luxury hotel/s and/or resort/s - Front Office, Royal Services, or Call Centres is a valuable asset
• Excellent written and spoken English. Additional languages are advantageous
• Strong computer literacy, especially with systems like Opera PMS and Royal Service Manager (or equivalent platforms)
• Impeccable telephone etiquette and the ability to remain calm and courteous under pressure
• A genuine passion for exceptional guest service and a track record of surpassing expectations
• Strong multitasking skills, good judgment, and composure in a high-paced environment