Telephone Operator (Saudi Nationals Only)

Overview

This position is part of the Rooms Division, Front Office & Guest Services at a hotel in Al Khobar, Saudi Arabia. The Telephone Operator is responsible for managing all incoming telephone communications within and outside the hotel, ensuring all interactions follow Kempinski and LQA quality standards with friendliness and care.

Key Responsibilities

• Respond promptly and courteously to all incoming calls, directing them efficiently to the correct extensions according to company standards.
• Accurately record guest messages and ensure timely delivery.
• Manage guest requests for Do Not Disturb (DND) status and maintain confidentiality where required.
• Administer personal wakeup call services for guests following LQA standards, including automatic calls for groups and crew members.
• Answer guest inquiries with friendliness and take necessary actions or direct requests to appropriate personnel. This includes providing information, assisting with external calls, or handling complaints.
• In emergencies, coordinate all hotel communications as the main communication center.
• Maintain detailed logs of all Domestic Direct Dial (DDD) and International Direct Dial (IDD) calls and collaborate with the front office to ensure accurate billing and collection of telephone charges.
• Monitor television channels and music across public and outlet areas to ensure proper operation.
• Stay informed about telephone directories, staff changes, emergency protocols, special promotions, and general hotel information.
• Keep the workstation clean and organized at all times.
• Perform additional duties as assigned to meet hotel and business needs.