FAIRMONT

Doha, Qatar

Prior experience in a frontline role within luxury hotel/s and/or resort/s – Front Office, Royal Services, or Call Centres is a valuable asset
Excellent written and spoken English. Additional languages are advantageous
Strong computer literacy, especially with systems like Opera PMS and Royal Service Manager (or equivalent platforms)
Impeccable telephone etiquette and the ability to remain calm and courteous under pressure
A genuine passion for exceptional guest service and a track record of surpassing expectations
Strong multitasking skills, good judgment, and composure in a high-paced environment

Promptly and courteously handle all incoming calls following established telephone etiquette.
Log guest inquiries and requests accurately and follow up using systems like Opera PMS and Royal Service Manager
Monitor and expedite guest requests, liaising with relevant departments to ensure timely delivery
Serve as the central communication point in emergencies, coordinating responses per hotel safety protocols
Manage wake-up calls, ensuring both accuracy and punctuality
Record guest preferences, service interactions, and incidents in the appropriate systems
Handle in-room dining orders and assist with coordination of guest-facing services as needed
Uphold guest confidentiality and data privacy at all times
Take proactive ownership of the guest experience, ensuring satisfaction through attentive communication and resolution

Telephone Operator

Job Overview