Telephone Operator

Chedi Hospitality; Qatar; Presencial; QAR 67 000 - 112 000; Tempo integral

Resumo da oferta

The Chedi Hospitality in Qatar is seeking a professional for a Front Office role to deliver exceptional guest service and seamless operations. You will handle guest inquiries, manage communications, and support administrative tasks across the front desk, ensuring accurate information and timely responses.

Ideal candidates have at least 2 years in Front Office within a luxury setting, with polished manners, strong teamwork, and a proactive approach to guest needs and hotel policies.

Qualificações

• A relevant 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, and interpersonal skills.

Responsabilidades

• Administration duties as described in the ad.
• Customer service and guest interaction duties at the front desk.
• Operational responsibilities ensuring accurate information and timely responses.
• Financial controls and recording per hotel standards.
• Personnel-related tasks and adherence to company policies.
• Other duties as assigned.

Descrição da oferta de emprego

Job Qualifications

Ideally 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 Responsibility

1. 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.