Telephone Operator

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

As a Telephone Operator (Royal Service Agent) at Fairmont Doha, you'll serve as the welcoming voice of the hotel - handling both internal and external communications with warmth, professionalism, and grace. You’ll facilitate guest service requests, ensure smooth inter-department coordination, manage emergencies, and safeguard guest satisfaction throughout their stay.

Key Responsibilities

• Promptly and courteously handle all incoming calls following established telephone etiquette.
• Log guest inquiries and requests accurately and follow up using systems like Opera PMS and Royal Service Manager
• Monitor and expedite guest requests, liaising with relevant departments to ensure timely delivery 
• Serve as the central communication point in emergencies, coordinating responses per hotel safety protocols
• Manage wake-up calls, ensuring both accuracy and punctuality
• Record guest preferences, service interactions, and incidents in the appropriate systems 
• Handle in-room dining orders and assist with coordination of guest-facing services as needed 
• Uphold guest confidentiality and data privacy at all times
• Take proactive ownership of the guest experience, ensuring satisfaction through attentive communication and resolution

• Prior experience in a frontline role within luxury hotel/s and/or resort/s - Front Office, Royal Services, or Call Centres is a valuable asset
• Excellent written and spoken English. Additional languages are advantageous
• Strong computer literacy, especially with systems like Opera PMS and Royal Service Manager (or equivalent platforms)
• Impeccable telephone etiquette and the ability to remain calm and courteous under pressure 
• A genuine passion for exceptional guest service and a track record of surpassing expectations 
• Strong multitasking skills, good judgment, and composure in a high-paced environment