Telephone Operator

Job Description

We invite you to join the world of luxury hospitality at Fairmont Doha as our new Telephone Operator.

The Telephone Operator is responsible for handling all incoming and outgoing telephone calls and facilitating efficient communication between guests, colleagues, and hotel departments. The role ensures prompt, courteous, and professional telephone services in accordance with Fairmont’s luxury hospitality standards, creating a positive first impression and delivering exceptional guest experiences.

The position is responsible for managing guest inquiries, transferring calls accurately, processing wake-up call requests, coordinating emergency communications, and providing timely assistance with guest requests. The Telephone Operator also maintains confidentiality, follows established communication procedures, and works closely with relevant hotel departments to ensure seamless service delivery and effective communication throughout the hotel.

Key Responsibilities

• Handle incoming and outgoing telephone calls promptly and professionally in accordance with Fairmont service standards
• Provide courteous assistance to guests, colleagues, and external callers, ensuring accurate and efficient call handling
• Transfer calls to the appropriate departments or individuals and ensure messages are relayed accurately and promptly
• Manage guest requests, inquiries, wake-up calls, and other telephone-related services efficiently
• Operate the hotel’s telephone switchboard and communication systems in accordance with established procedures
• Maintain guest confidentiality and handle personal information with discretion and professionalism
• Coordinate emergency calls and promptly notify the relevant departments or personnel in accordance with hotel emergency procedures
• Maintain accurate records of calls, guest requests, and relevant communication logs as required
• Liaise with Front Office, Guest Services, and other hotel departments to ensure timely resolution of guest inquiries
• Provide accurate information regarding hotel facilities, services, operating hours, and relevant hotel policies
• Report telephone system malfunctions, communication issues, and service disruptions to the appropriate department
• Maintain a professional telephone manner and deliver personalized service consistent with Fairmont’s luxury hospitality standards

Qualifications

What will you bring to this role?

• High school diploma or equivalent; a diploma or certification in Hospitality Management is an advantage
• Previous experience in telephone operations, customer service, or hospitality preferred
• Excellent verbal communication and telephone etiquette
• Proficiency in English; knowledge of Arabic and other languages is an advantage
• Familiarity with hotel telephone switchboard systems and basic computer applications
• Strong customer service, interpersonal, and problem-solving skills
• Ability to handle multiple calls and guest requests efficiently in a fast-paced environment
• Good listening skills, attention to detail, and accurate message handling
• Ability to maintain guest confidentiality and handle sensitive information professionally
• Professional demeanor, positive attitude, and commitment to Fairmont’s luxury service standards
• Flexibility to work shifts, weekends, and public holidays as required
• Embrace the Fairmont brand promise and luxury in your role and in all your interactions
• Foster an inclusive environment where every individual feels valued and respected
• Create an environment where colleagues are empowered, supported and recognized

Additional Information