Telephone Operator

About the Company

Join Rixos Gulf Hotel Doha, an iconic luxury hospitality destination offering vibrant entertainment and exclusive all-inclusive food and beverage experiences within 378 elegantly furnished guest rooms featuring premium bedding and an exquisite atmosphere.

Role Overview and Responsibilities

• Address guest complaints and requests promptly by coordinating with relevant departments for immediate resolution.
• Answer guest calls professionally and warmly, maintaining a friendly demeanor.
• Consistently achieve quality audit scores of 95% or above through ongoing documented training.
• Aim for top guest satisfaction ratings as measured by the TRUST YOU platform.
• Maintain a smart, well-groomed, cheerful appearance in line with Rixos hospitality standards at all times.
• Remain informed about hotel status including occupancy, ongoing functions, group events, and VIP guests.
• Foster collaboration and respect within the team and across departments.
• Utilize strong interpersonal and communication skills to lead by example, inspire team members, and promote sound ethical and business practices.
• Build trust and cooperative relationships with colleagues.
• Keep effective communication channels open with all related departments to ensure smooth service delivery.
• Handle all guest inquiries with politeness and exceed guest expectations.
• Greet each guest by name during calls following Rixos service standards.
• Maintain up-to-date knowledge of hotel and local services for guest assistance.
• Continuously update telephone directories and contact lists.
• Process management long-distance call vouchers and log them accurately on traffic sheets.
• Manage wakeup call logs and ensure timely delivery according to established protocols.
• Operate the telephone switchboard efficiently to enable swift internal and external call transfers.

Qualifications and Experience

• Possess between two to five years of relevant experience.
• Demonstrate a professional appearance: well-groomed, appropriately dressed, punctual, and reliable.
• Background in hospitality, concierge services, reception, customer service or related roles preferred.

Additional Information

• Maintain awareness of management schedules and contact information at all times.
• Oversee long-distance call logs, fax transmissions, and message recordings.
• Coordinate communications internally during emergency situations.
• Participate in scheduled training sessions.
• Exhibit full cooperation and respect within the team and among other departments.
• Stay informed daily about hotel activities and product knowledge of all facilities.