Telephone Operator

Role overview

This position supports guest communication for a luxury hotel environment in Riyadh. The Telephone Operator handles incoming calls, records messages accurately, routes requests to the right person or department, and helps guests with telephone and communication-related services.

Key duties

• Answer, note, process, and direct all guest calls, questions, and concerns.
• Operate the hotel switchboard and manage telephone-line activity.
• Arrange wake-up calls, caller ID handling, do-not-disturb settings, call forwarding, teleconference support, TDD calls, and calls for unregistered guests.
• Relay guest messages clearly, completely, and accurately.
• Monitor busy or unanswered lines and keep waiting callers updated while offering to take messages.
• Activate and deactivate guest-room indicator lights as needed.
• Guide guests on internet access and refer technical issues to the service provider’s customer support line.
• Test communication equipment to confirm it is working properly.
• Support guests with special needs and exceptional requests.
• Reach the correct person or department to resolve guest requests or issues, and follow up until the guest is satisfied.
• Send bell staff or service staff when required.
• Follow all company policies and procedures, report accidents, injuries, and unsafe working conditions, and protect confidential and proprietary information.
• Welcome and acknowledge guests according to company standards, provide attentive service, assist guests with disabilities, and maintain a professional, polished appearance.
• Use clear, professional language and proper telephone etiquette when communicating.
• Build positive working relationships and support team goals.
• Meet quality assurance expectations and perform other reasonable duties assigned by supervisors.

Working conditions

The role is listed as full-time and non-management. It is marked as not remotely located, so the work is onsite in Riyadh, Saudi Arabia. The job may involve standing, sitting, or walking for long periods, using computers and/or POS systems, and moving, lifting, carrying, pushing, pulling, or placing objects weighing 10 pounds or less without assistance.

Education and experience

A high school diploma or a GED-equivalent qualification is preferred. No related work experience is required, and no prior supervisory experience is needed. No license or certification is required.

About the employer

W Hotels emphasizes curiosity, creativity, and a bold approach to hospitality. The brand is centered on the Whatever/Whenever service philosophy, with a focus on delivering distinctive guest experiences. The organization also states its commitment to equal opportunity, inclusion, accessibility, and non-discrimination for protected characteristics such as disability and veteran status.

Additional information

Job Number: 26071723
Job Category: Rooms & Guest Services Operations
Location: Al Aqeeq Street, Financial District, Riyadh 13519, Saudi Arabia
Schedule: Full Time
Remote: No
Position Type: Non-Management

Equal opportunity statement

The employer promotes a workplace where people from different backgrounds are welcomed and valued, and it does not discriminate on the basis of disability, veteran status, or other legally protected characteristics.