Job Description/Specification:
Fairmont Doha, located in the iconic Katara Towers in Lusail, is seeking a professional and service-oriented Telephone Operator to join its luxury hospitality team. This role is ideal for candidates with strong communication skills, a courteous telephone manner, and an interest in delivering exceptional guest experiences.
The Telephone Operator manages incoming and outgoing calls, connects callers with the appropriate hotel departments, handles guest inquiries, and coordinates telephone-related requests. The position also supports emergency communications and helps ensure smooth information flow between guests, colleagues, and hotel departments.
Candidates should have excellent verbal communication skills, attention to detail, and the ability to manage multiple requests in a fast-paced hotel environment. Previous experience in telephone operations, customer service, or hospitality is preferred.
Key Responsibilities
Telephone and Switchboard Operations
The Telephone Operator handles incoming and outgoing calls promptly and professionally, following Fairmont’s luxury service standards.
Responsibilities include:
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Operating the hotel telephone switchboard and communication systems.
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Transferring calls accurately to the appropriate departments or individuals.
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Providing courteous assistance to guests, colleagues, and external callers.
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Taking and relaying messages promptly and accurately.
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Maintaining a professional telephone manner throughout every interaction.
Guest Requests and Information
The role involves responding to guest inquiries and coordinating telephone-related services, including wake-up calls and other requests.
The operator provides accurate information about hotel facilities, services, operating hours, and relevant policies. Working closely with Front Office, Guest Services, and other departments helps ensure guest requests are addressed efficiently.
Emergency Communications and Confidentiality
The Telephone Operator supports hotel emergency procedures by handling emergency calls and promptly notifying the appropriate personnel or departments.
Maintaining guest confidentiality is essential. The operator must handle personal information discreetly and follow established communication procedures. Accurate records of calls, guest requests, and communication logs must also be maintained as required.
Communication System Support
The role includes reporting telephone system malfunctions, communication issues, and service disruptions to the relevant department. Effective coordination helps maintain reliable communications throughout the hotel.
Qualifications and Experience
Applicants should ideally have:
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A high school diploma or equivalent.
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Previous experience in telephone operations, customer service, or hospitality.
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Excellent verbal communication and telephone etiquette.
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Proficiency in English; Arabic or other languages are an advantage.
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Familiarity with hotel switchboard systems and basic computer applications.
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Strong listening, interpersonal, and problem-solving skills.
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The ability to manage multiple calls and requests efficiently.
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Accuracy in message handling and recordkeeping.
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A professional demeanor and commitment to guest confidentiality.
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Flexibility to work shifts, weekends, and public holidays.
A diploma or certification in Hospitality Management is an advantage.
About Fairmont Doha
Fairmont Doha is a luxury hotel within Katara Towers in Lusail, combining contemporary elegance with personalized hospitality. The property is part of Fairmont’s international portfolio, which includes distinctive hotels in destinations around the world.
The hotel promotes an inclusive workplace where colleagues are valued, supported, and encouraged to grow. Employees are expected to uphold the Fairmont brand promise through thoughtful service, professionalism, and respect for others.
Application Process
After applying, candidates will receive an email from Fairmont Doha’s recruitment partner, AssessFirst, inviting them to create a profile and complete a questionnaire. This step is mandatory for the application to be considered.
Is This Telephone Operator Role Right for You?
This opportunity may suit candidates who enjoy helping people, communicating clearly, and coordinating information across teams. Applicants with customer service or hospitality experience and a genuine commitment to personalized guest service may be well suited to this role at Fairmont Doha.