Telephone Operator

About the role

The Telephone Operator answers all incoming calls originating inside and outside the hotel in a friendly and caring manner, following Kempinski and LQA (Leading Quality Assurance) standards. The position is part of the Rooms Division, Front Office and Guest Services team and is a permanent, full-time role based in Doha.

Key responsibilities

• Answer all incoming calls and connect them to the right extension efficiently and courteously.
• Write down guest messages accurately and deliver them promptly.
• Handle guest requests for DND (Do Not Disturb) and confidential status, and manage personal wakeup calls and automatic wakeup calls for groups and crew.
• Answer guest questions and requests, taking action or referring matters to the right person; assist with outside calls and complaints.
• In emergencies, act as the hotel's communication centre and handle all communications.
• Record every domestic direct dial (DDD) and international direct dial (IDD) call.
• Coordinate with the front office reception so that telephone charges are billed and collected from guests.
• Monitor TV channels, outlets' and public area music to ensure they work smoothly.
• Stay up to date on the telephone directory, new and leaving staff, emergency procedures, promotions and general hotel product knowledge.
• Keep the working area tidy and accept additional tasks as needed.

Performance is measured by LQA audit results of 85% or above, customer satisfaction survey ratings of 5 or above, a well-maintained telephone system and up-to-date telephone lists.