Summary
Accor is hiring a Telephone Operator for Rixos Gulf Hotel Doha in Doha, Qatar. The role handles guest calls and requests, transfers internal and external calls, coordinates wake-up calls, and keeps telephone lists and call records up to date. The operator also coordinates communication between hotel departments, including during emergencies, and is expected to provide courteous service. Applicants should have 2–5 years of experience and previous experience in hospitality, concierge work, reception, customer service, or a similar position.
The posting
As published on accor.com. Pulled from the employer's site and shown as they wrote it.
Company Description
The Iconic Rixos Gulf Hotel Doha introduces a unique lifestyle and luxurious services and products, Rixos warm hospitality, the vibrant Entertainment programs, and the trendy and distinguished ALL INCLUSIVE Food and Beverage concepts with 378 beautifully appointed guest Rooms, dream bedding and luxurious atmosphere. Join our motivated and vibrant Team as Telephone Operator and build your career with us.
Job Description
- Resolve guests' complaints/ requests and liaise with the department concerned to ensure immediately follow up.
- Receive each guest call in a professional and friendly manner.
- Achieve Quality Audit result of 95% and above through consistent documented trainings.
- Achieve the highest Guest Satisfaction measured by TRUST YOU platform.
- Be smart, well groomed, friendly and cheerful whilst exhibiting the highest standards of Rixos hospitality all the time.
- Check Hotel situation, occupancy, functions, groups, VIPs.
- Show fullest cooperation and respect within the team and other departments
- Utilize interpersonal and communication skills to lead, influence, and encourage the team; advocate sound financial/business decision-making; demonstrate honesty/integrity; always lead by example.
- Builds mutual trust, respect, and cooperation among team members.
- Maintain effective communication with all related department to ensure smooth service delivery.
- Handle every query in a polite and courteous manner and exceed guest expectations.
- Ensure guests are greeted by name upon calling as per Rixos Standards.
- Maintain an up-to-date knowledge of the hotel and local services.
- Telephone lists are continually updated.
- Complete management's long distance call vouchers and record them on the traffic sheet.
- Maintain the guest wakeup call sheet and deliver calls accordingly on time and to the established standard.
- Ensure the proper operation of the switchboard, resulting in fast and efficient transferring of internal and external calls
Qualifications
- 2–5 years of experience
- Professional appearance: Well-groomed, appropriately dressed, punctual, and dependable.
- Experience: Previous experience in hospitality, concierge work, reception, customer service, or a similar position.
Additional Information
- Be aware at all times of the management schedules and contact details.
- Monitor the long distance call logs, faxes and messages.
- Co-ordinate communication within the hotel in the event of emergency.
- Attend training classes as per schedule
- Show fullest cooperation and respect within the team and other departments
- Be aware of the daily activities and has product knowledge of all the hotel facilities