Telephone Operator

About the Role

IHG Hotels & Resorts is expanding its luxury portfolio in Qatar and is seeking a Telephone Operator to join its Doha property. The hotel represents a distinguished luxury and lifestyle experience, combining refined design, elegant style, and warm, attentive service. Located close to many of the Qatari capital’s popular attractions, the property offers 283 rooms, including suites and serviced apartments, along with a variety of dining choices.

Key Responsibilities

• Manage all inbound and outbound telephone calls with accuracy and a professional, polite approach.
• Track wake-up call requests carefully and ensure they are handled correctly.
• Coordinate guest paging with the relevant departments when needed.
• Assist guests with international calling support and directory enquiries.
• Address guests by name whenever possible to create a personalized experience.
• Page staff members when requested.
• Respect and protect guest privacy at all times.
• Respond to guest needs and requests, and escalate complaints to the supervisor.
• Maintain the daily logbook with accurate records.
• Stay familiar with local telephone directories and commonly dialed numbers.
• Inform the supervisor about any defects or issues with switchboard equipment.
• Handle guest questions and requests quickly and efficiently.
• Understand the hotel’s fire, life, and safety systems thoroughly.
• Keep hotel information current and accessible.
• Support guests with secretarial tasks when required.
• Use business center equipment efficiently and confidently.
• Resolve complaints promptly and follow through until the issue is closed.
• Promote the hotel’s in-house services and facilities.
• Keep airline schedules updated and assist guests with related information when asked.
• Maintain a clean workstation and tidy it before leaving the shift.
• Record daily work activities in the logbook.

Requirements

• Ability to read, write, and communicate effectively in English.
• Strong interpersonal and communication skills.
• At least 1 year of relevant experience in a hotel environment.

Perks and Benefits

• Competitive salary package.
• Uniform provided.
• Room discounts.
• Access to training and development opportunities.
• Inclusive workplace culture with support for wellbeing and belonging.

Additional Information

The company is committed to creating an inclusive workplace where people from different backgrounds, experiences, and perspectives are welcomed and respected. Equal employment opportunity is offered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. The organization also emphasizes trust, support, acceptance, and colleague wellbeing through its workplace wellbeing framework.

Applicants who may not meet every listed requirement are still encouraged to consider the opportunity if they believe they are a strong match for the role.

Who Can Apply

Candidates with hotel telephone operations experience and the ability to deliver courteous guest service in English are encouraged to apply.