Telephone Operator

Chedi Hospitality; Doha; On-site; QAR 72,000 - 144,000; Full time

Job summary

The Chedi Hospitality in Doha seeks a Front Office professional to deliver exceptional guest service, handle inquiries, and maintain accurate records. You will answer calls, assist guests, and coordinate with departments to ensure smooth arrivals and departures.

Ideal candidates will have at least 2 years of Front Office experience in a luxury hotel, strong communication, organizational skills, and a professional demeanor aligned with our brand standards and teamwork ethos.

Qualifications

• Degree or diploma in Hospitality or Tourism Management.
• Minimum 2 years of Front Office experience in a luxury hotel.
• Excellent communication, telephone etiquette, problem-solving, organizational and interpersonal skills.

Responsibilities

• Maintains accurate records and relevant departmental logs.
• Maintains the Daily Log Book and ensures important information is communicated to relevant departments.
• Records and reports Lost and Found items per hotel procedures.
• Ensures guest requests, messages and information are recorded and followed up.
• Delivers brand promise and provides exceptional guest service at all times.
• Answers calls promptly, professionally and courteously per telephone standards.
• Communicates hotel products, services, facilities, hours and policies accurately to guests.
• Handles inquiries, requests and complaints courteously with proper follow-up.
• Maintains positive guest and colleague interactions and good working relationships.
• Uses appropriate telephone etiquette with a warm, professional tone.
• Transfers incoming and internal calls accurately and efficiently.
• Takes and delivers guest messages accurately and promptly.
• Ensures guest requests are communicated to the appropriate department and followed up.
• Keeps up-to-date knowledge of hotel facilities, services, outlets, events and local information.
• Ensures brand standards are implemented and followed.
• Responds to emergency calls per hotel procedures.
• Protects guest privacy and confidentiality.
• Supports and collaborates with Front Office and other departments for guest satisfaction.
• Participates in the spirit of teamwork.

Skills

Front Office experience

Luxury hotel experience

Education

Hospitality or Tourism Management degree

Job description

Job QualificationsIdeally with a relevant degree or diploma in Hospitality or Tourism Management. Minimum 2 years of work experience in Front Office, preferably within a luxury hotel environment. Excellent communication, telephone etiquette, problem-solving, organizational and interpersonal skills are essential.Key Areas of Responsibility1. Administration› Maintains accurate records and relevant departmental logs.› Maintains the Daily Log Book and ensures important information is properly communicated to the relevant departments.› Records and reports “Lost and Found” items in accordance with hotel procedures.› Ensures all guest requests, messages and relevant information are accurately recorded and followed up.2. Customer Service› Delivers the brand promise and provides exceptional guest service at all times.› Answers all incoming calls promptly, professionally and courteously, following the hotel’s telephone standards.› Provides excellent service to both external guests and internal customers.› Is fully familiar with the hotel’s products, services, facilities, operating hours and policies in order to provide accurate information.› Handles guest inquiries, requests and complaints in a courteous and efficient manner and ensures appropriate follow-up.› Maintains positive guest and colleague interactions and good working relationships.› Uses appropriate telephone etiquette and maintains a warm, professional and helpful tone throughout all interactions.3. Operational› Handles and transfers incoming and internal telephone calls accurately and efficiently.› Takes and delivers guest messages accurately and promptly.› Ensures guest requests are communicated to the appropriate department and followed up accordingly.› Maintains accurate and up-to-date knowledge of hotel facilities, services, outlets, events and relevant local information.› Ensures that all company minimum brand standards are implemented and consistently followed.› Responds appropriately to emergency calls and follows established hotel emergency procedures.› Protects guest privacy and confidentiality at all times and does not disclose guest information without authorization.› Works closely with Front Office and other departments in a supportive and flexible manner, focusing on guest satisfaction and the overall success of the hotel.› Supports and embraces the spirit of “We work through Teams.”4. Financial› Adheres to all hotel, company and local rules, policies and procedures related to financial transactions or chargeable telephone services, where applicable.› Ensures any relevant financial information or charges are accurately recorded and reported.5. Personnel› Supports the implementation of The People Philosophy, demonstrating and reinforcing GHM’s Values and Culture Characteristics.› Maintains effective communication and cooperation with colleagues and other departments.6. Other Duties› Ensures high standards of personal presentation and grooming.› Exercises responsible behavior at all times and positively represents the hotel.› Responds positively to changes within the Rooms and Front Office function as dictated by the industry, company and hotel.› Reads and understands the Employee Handbook and adheres to hotel rules and regulations, particularly policies and procedures relating to fire, hygiene, health and safety.› Attends training sessions, departmental briefings and meetings as required.› Carries out any other reasonable duties and responsibilities as assigned.