Telephone Operator
Role Overview
The Telephone Operator Agent handles guest and internal calls efficiently, accurately, and courteously.
The role supports service quality, environmentally responsible operations, and workplace safety under the hotel's Integrated Management System.
The description references ISO 9001:2015, ISO 14001:2015, and ISO 45001:2018.
Key Skills for This Role
Full Job Posting
About Banyan Tree Doha
Banyan Tree Doha is described as a luxury property in the heart of Mushaireb, offering an urban retreat with modern comfort and hospitality.
Role overview
The Telephone Operator Agent handles guest and internal calls efficiently, accurately, and courteously.
The role supports service quality, environmentally responsible operations, and workplace safety under the hotel's Integrated Management System.
The description references ISO 9001:2015, ISO 14001:2015, and ISO 45001:2018.
Telephone operations and guest communication
- Answer and direct incoming calls promptly and courteously.
- Assist with guest inquiries, requests, and reservations, providing accurate information about hotel services and facilities.
- Provide wake-up calls and handle internal communications and emergencies according to hotel procedures.
- Coordinate with Front Office, Housekeeping, Engineering, Food and Beverage, and other departments.
- Escalate guest complaints and complex inquiries promptly to a supervisor or relevant department.
Teamwork and reporting
- Work collaboratively with colleagues and attend training on IMS, FSMS, service standards, and health and safety procedures.
- Maintain professional appearance, conduct, and confidentiality.
- Keep accurate call logs, wake-up call records, and incident reports.
- Communicate operational issues, guest feedback, and improvement opportunities to a supervisor or management.
Requirements
- Handle guest and internal calls efficiently, accurately, and courteously.
- Provide accurate information about hotel services and facilities in response to guest inquiries and requests.
- Maintain professional appearance and conduct, and protect confidentiality.
- Collaborate with colleagues to support seamless service delivery.
- Attend training on IMS, FSMS, service standards, and health and safety procedures.
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