Telephone Operator

About the role

Banyan Tree Doha, a luxury resort in Mushaireb, Qatar, is looking for a Telephone Operator Agent. The role handles all guest and internal calls efficiently, accurately and courteously, while ensuring compliance with the hotel's Integrated Management System (IMS) under ISO 9001:2015 (quality), ISO 14001:2015 (environmental management) and ISO 45001:2018 (occupational health and safety).

Key responsibilities

• Answer and direct incoming calls promptly and courteously.
• Assist guests with inquiries, requests and reservations, giving accurate information on hotel services and facilities.
• Perform wake-up call services, handle internal communications and emergency calls according to hotel procedures.
• Coordinate with Front Office, Housekeeping, Engineering, Food & Beverage and other departments to keep operations running smoothly.
• Escalate guest complaints or complex inquiries to the supervisor or the relevant department.
• Work with colleagues to deliver seamless service, attend training on IMS, FSMS, service standards and health and safety, and maintain a professional appearance, conduct and confidentiality.
• Maintain accurate call logs, wake-up call records and incident reports, and report operational issues, guest feedback and improvement ideas to management.