Job Description/Specification:
Rixos Gulf Hotel Doha is seeking a professional and guest-focused Telephone Operator to support its hotel communications and guest-service operations. The role is responsible for handling incoming calls, coordinating guest requests, maintaining communication with hotel departments, and ensuring that telephone services operate efficiently.
This position is suitable for hospitality professionals with experience in hotel reception, concierge services, customer service, or similar guest-facing roles.
Key Responsibilities
- Answer incoming guest calls promptly, professionally, and courteously.
- Greet guests by name in accordance with Rixos service standards.
- Handle guest requests and complaints and coordinate with the relevant departments for immediate follow-up.
- Monitor guest requests to ensure they are resolved efficiently and to the expected service standard.
- Operate the hotel switchboard and transfer internal and external calls accurately.
- Maintain updated telephone lists and relevant contact information.
- 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 hotel activities.
- Maintain effective communication with other departments to support smooth service delivery.
- Coordinate hotel communications during emergency situations when required.
- Maintain current knowledge of hotel facilities, services, activities, and local services.
- Attend scheduled training sessions and consistently apply hotel service standards.
- Maintain a professional, friendly, cheerful, and well-groomed appearance.
- Build positive working relationships based on cooperation, respect, and teamwork.
Guest Service and Communication
The Telephone Operator plays an important role in the overall guest experience. Every call should be handled with patience, professionalism, and a genuine willingness to assist.
The successful candidate should be able to understand guest requirements, provide accurate information, coordinate with the appropriate department, and follow up where necessary. Strong communication skills are essential, particularly when dealing with complaints, special requests, or time-sensitive guest needs.
The role also requires detailed knowledge of the hotel's facilities and daily activities so that guests receive reliable and relevant information.
Quality and Operational Standards
The Telephone Operator is expected to contribute to high guest satisfaction and strong quality audit results through consistent application of Rixos hospitality standards.
Attention to detail is particularly important when handling wake-up calls, telephone transfers, guest messages, contact lists, and communication records. The operator must also ensure that the switchboard functions correctly and that calls are transferred quickly and accurately.
Candidate Requirements
Candidates should have:
- 2–5 years of relevant experience.
- Previous experience in hospitality, concierge, reception, customer service, or a similar position.
- Strong verbal communication and interpersonal skills.
- Professional telephone etiquette.
- A friendly, approachable, and service-oriented personality.
- Professional grooming and presentation.
- Good organizational and multitasking abilities.
- Ability to remain calm and professional when handling guest concerns.
- Strong teamwork and communication skills.
- Dependability and punctuality.
- Good knowledge of hotel facilities and services.
Work Environment
The role requires close coordination with multiple hotel departments and regular interaction with guests and colleagues. Candidates should be comfortable working in a fast-paced hospitality environment and supporting a multicultural team.
They should also be prepared to participate in training programs and maintain a strong understanding of daily hotel operations, management contacts, guest services, and emergency communication procedures.
Career Opportunity
This position offers hospitality professionals an opportunity to strengthen their experience in guest relations, hotel communications, front-office support, and service coordination within a luxury hotel environment.
For candidates with a background in reception, concierge, or customer service who enjoy helping guests and solving problems efficiently, the Telephone Operator role can provide valuable experience for future progression within hotel operations.