Job Description/Specification:
Raffles Doha is seeking a professional and customer-focused Telephone Operator to serve as the voice of the hotel and deliver exceptional communication experiences that reflect the brand’s renowned luxury hospitality standards. This role is responsible for managing all guest and internal communications, ensuring every interaction is handled with warmth, efficiency, professionalism, and attention to detail.
About This Role
As a Telephone Operator, you will be the central communication link between guests and hotel departments. You will manage incoming and outgoing calls, coordinate guest requests, handle wake-up calls and messages, and ensure every guest receives prompt, personalized service. This position is ideal for hospitality professionals who excel in communication, multitasking, and delivering outstanding guest experiences in a luxury hotel environment.
Key Responsibilities
Guest Communication & Service
- Answer and manage incoming and outgoing telephone calls professionally and courteously.
- Deliver personalized guest service that reflects Raffles' luxury hospitality standards.
- Handle guest enquiries, requests, and complaints promptly and efficiently.
- Coordinate guest requests with relevant hotel departments to ensure timely service.
- Provide accurate information regarding hotel facilities, restaurants, services, promotions, and local attractions.
- Support VIP guests and special requests with discretion and professionalism.
Telecommunications Operations
- Operate hotel telephone and communication systems efficiently.
- Manage wake-up calls, guest messages, voicemail, and internal communications.
- Maintain accurate communication logs and guest records.
- Ensure confidentiality when handling guest information.
- Follow emergency communication procedures when required.
Coordination & Teamwork
- Work closely with Front Office, Concierge, Housekeeping, Engineering, Security, and other departments.
- Ensure seamless communication between departments to enhance guest satisfaction.
- Assist colleagues in resolving guest issues quickly and effectively.
- Contribute to a collaborative and service-oriented working environment.
Quality, Safety & Brand Standards
- Maintain exceptional grooming and professional telephone etiquette.
- Respond calmly during emergencies while following hotel safety procedures.
- Uphold Raffles Doha's luxury service standards in every interaction.
- Support a culture of respect, inclusion, teamwork, and excellence.
Minimum Requirements
- Previous experience as a Telephone Operator, Guest Service Agent, Front Office Agent, or similar hospitality/customer service role preferred.
- Experience in a luxury hotel environment is an advantage.
- Excellent spoken and written English.
- Additional language skills are highly desirable.
- Strong interpersonal and communication skills.
- Ability to remain calm and professional under pressure.
- Excellent organizational and multitasking abilities.
- Willingness to work rotating shifts, weekends, and public holidays.
Technical Skills
- Telephone switchboard and hotel communication systems
- Opera PMS or similar Property Management Systems
- Microsoft Office Suite
- Guest request coordination
- Call handling and routing
- Wake-up call management
- Communication logging and record keeping
- Customer service excellence
- Time management and multitasking
- Luxury hospitality standards
Why Join Raffles Doha?
Located within the iconic Katara Towers in Lusail, Raffles Doha offers an exceptional workplace where luxury, craftsmanship, and personalized service define every guest experience. Employees enjoy competitive benefits, career development opportunities, global hotel discounts, wellness privileges, and the opportunity to be part of one of the world's most prestigious luxury hospitality brands.
Keywords for ATS
Telephone Operator, Hotel Operator, Luxury Hospitality, Front Office, Guest Services, Call Handling, Switchboard Operator, Opera PMS, Customer Service, Hospitality Jobs Qatar, Hotel Communication, Wake-Up Calls, VIP Guest Services, MS Office, Raffles Doha, Lusail Jobs, Hotel Careers Qatar, Hospitality Careers.