Telephone Operator

About the Company

Raffles Hotels & Resorts is a historic luxury hospitality brand established in 1887, known worldwide for its rich heritage and commitment to crafting culturally immersive and respectful guest experiences. Raffles Doha, located in the distinctive Katara Towers in Lusail, offers an environment defined by elegance, personal service, and sophisticated hospitality. The hotel fosters a culture where each guest interaction is thoughtfully curated to deliver memorable and highly personalized experiences, with a focus on discretion, warm service, and attention to detail.

Role Overview

As a Telephone Operator at Raffles Doha, your core responsibility is to serve as the primary communication link for guests and staff, delivering courteous, polished, and seamless telephone service that reflects the hotel's illustrious standards. This role entails managing all inbound and outbound calls, coordinating guest requests efficiently among departments, and maintaining confidentiality and professionalism at all times. Your proactive approach will help anticipate guest needs, facilitating exceptional and refined experiences consistent with Raffles’ luxury ethos.

Key Responsibilities

• Deliver exceptional, customized telephone interactions that embody the grace and warmth associated with Raffles Doha.
• Efficiently handle all incoming and outgoing calls with professionalism and hospitality excellence.
• Act as the central communication coordinator by forwarding calls and addressing guest requests promptly across various hotel departments.
• Manage wake-up calls, guest messages, voicemails, and safety communications with precision and discretion.
• Proactively anticipate and address guest needs, ensuring thorough follow-up to enhance guest satisfaction.
• Maintain an in-depth understanding of the hotel's facilities, services, promotions, dining options, and local attractions.
• Support VIP clientele and special guest requests attentively and discreetly.
• Collaborate closely with Front Office, Concierge, Housekeeping, Engineering, and other service teams to deliver timely service.
• Operate telecommunications systems effectively and keep accurate communication records and logs.
• Uphold exemplary grooming standards, etiquette, and behavior consistent with Raffles' professional image.
• Maintain composure and deliver professional service during high-pressure or emergency situations, following hotel protocols.
• Contribute actively to a cooperative team atmosphere focused on luxury guest experience excellence.

Qualifications and Skills

• Prior experience in luxury hotels, hospitality, or customer service roles is preferred.
• Excellent verbal communication and polished telephone manners.
• Fluent English language skills; additional languages are beneficial.
• Strong interpersonal skills with a warm, service-focused demeanor.
• Ability to maintain discretion and professionalism in fast-paced luxury service environments.
• Organizational abilities suited to multitasking and prioritization.
• Familiarity with hotel communication technologies, Microsoft Office, and property management systems such as Opera is preferred.
• Meticulous attention to detail when handling guest information and requests.
• Capability to work effectively within cross-functional teams.
• Flexibility to work rotating shifts, weekends, and public holidays as operational needs dictate.
• Commitment to embodying the Raffles brand values and luxury service promise consistently.
• Support and contribute to an inclusive and empowering workplace culture.

Additional Information

• Exclusive employee benefits include complimentary room upgrades, extended and discounted stays at Fairmont & Raffles properties, dining and wellness discounts, and other privileges to enhance the employee experience.
• The organizational values emphasize respect, excellence, belonging, empowerment, and integrity to nurture a positive and supportive workplace.
• A strong focus on diversity and inclusion encourages applicants from all backgrounds to be part of the team.