Job Description/Specification:
Rixos Gulf Hotel Doha is looking for a professional and guest-focused Telephone Operator to join its hospitality team. The role is responsible for managing incoming and internal calls, responding to guest requests, coordinating with hotel departments, and ensuring smooth communication throughout the property.
The position suits candidates with previous hospitality, reception, concierge, or customer-service experience who can communicate professionally and remain calm while handling multiple requests.
Key Responsibilities
- Answer all guest calls promptly, professionally, and courteously.
- Greet guests by name when handling calls in accordance with Rixos service standards.
- Handle guest questions, requests, and complaints and coordinate with the relevant departments for quick resolution.
- Follow up on guest requests to ensure they are completed and guest expectations are met.
- Operate the hotel switchboard and transfer internal and external calls accurately and efficiently.
- Maintain updated telephone directories and contact lists.
- Manage guest wake-up calls and ensure they are delivered accurately and on time.
- Complete long-distance call vouchers and maintain the required traffic records.
- Monitor long-distance call logs, faxes, and guest messages.
- Maintain awareness of hotel occupancy, functions, groups, VIP guests, and daily activities.
- Maintain strong communication with all relevant departments to support smooth service delivery.
- Coordinate hotel communications during emergencies when required.
- Maintain current knowledge of hotel facilities, services, and local information.
- Attend scheduled training and apply service standards consistently.
- Maintain a professional, friendly, and well-groomed appearance at all times.
- Support positive teamwork and maintain respectful relationships with colleagues and other departments.
Guest Service Expectations
The Telephone Operator plays an important role in shaping the guest experience because telephone contact is often one of the first or most frequent interactions guests have with the hotel.
Candidates should therefore be able to communicate clearly, listen carefully, and respond to requests with patience and professionalism. The ability to coordinate quickly with other departments is essential when handling complaints, maintenance requests, transportation needs, wake-up calls, or other guest requirements.
The role also requires awareness of hotel operations so that guests can receive accurate information about facilities, services, activities, and local options.
Quality and Performance
The position involves maintaining high standards of telephone etiquette, guest service, communication, and operational accuracy. The successful candidate will be expected to contribute to strong guest satisfaction and support the hotel's quality standards through consistent service delivery and training participation.
Attention to detail is particularly important when managing wake-up calls, telephone transfers, contact lists, messages, and communication records.
Candidate Requirements
Candidates should have:
- 2–5 years of relevant professional experience.
- Previous experience in hospitality, concierge, reception, customer service, or a similar position.
- Excellent verbal communication and interpersonal skills.
- A professional, friendly, and approachable personality.
- Strong attention to detail and organizational skills.
- Ability to remain composed while handling guest concerns or multiple requests.
- Good knowledge of hotel facilities and services.
- Professional grooming and presentation.
- Reliability and punctuality.
- Ability to work effectively with colleagues across different hotel departments.
About the Opportunity
Working as a Telephone Operator at Rixos Gulf Hotel Doha provides an opportunity to develop valuable experience in hotel communications, guest relations, front-office operations, and service coordination.
The role is particularly suited to hospitality professionals who enjoy interacting with guests, solving service issues, and working as part of a fast-paced, multicultural hotel team.