Telephone Operator

Four Seasons Doha

REQ : 10330189

Doha, Qatar

Qualification & Experience:

• Minimum of a year experience working in a similar position in five-star luxury hotels
• Excellent reading, writing and oral proficiency in the English and preferably in Arabic languages
• Excellent computer literacy skills
• Excellent customer services and communication skills
• Night Shift Experience is required due to the nature of the job

Roles and Responsibilities:

• Answer phone inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions;
• Act as the first point of contact for guests, a polite, clear, and calm demeanor is crucial, especially in high-pressure situations;
• Capture sales for incoming calls related restaurant reservations and accurately coordinate details of each reservation or request;
• Manage the general reservations and guest communication e-mail inboxes;
• Ensure that any messages for guests are accurately taken and delivered, whether they are regarding messages, calls, or special requests;
• Accept and manage wake-up calls for guests following brand standards;
• Properly handle “Do Not Disturb” requests, busy extensions, call transfers, and other call-related functions. Report and log any phone maintenance and operational issues;
• Handle chat messages accurately and efficiently in line with brand standards;
• Handle all guest interactions and complaints in accordance with Four Seasons policy and the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolves complaints;
• Acquire comprehensive knowledge of the Hotel and the company, and keep updated with seasonal changes and new information;
• Respond swiftly and effectively in any hotel emergency or safety situation;
• Perform installation and repairs of telephone, facsimile or high-speed internet services in the guest room or public area meeting space.