Job Title: Telephone Operator
Department: Front Office / Communications
Reports To: Front Office Manager / Communications Supervisor
Location: Doha, Qatar
Employment Type: Full-Time / Shift-Based

Position Summary

We are seeking a professional, clear-speaking, and service-oriented Telephone Operator to manage all internal and external calls, messages, and communications for our property. As the voice of the hotel, you are the first point of contact for guests calling from outside and the central hub for requests and coordination from within. Your role is crucial in delivering seamless communication and ensuring that every guest inquiry is responded to with speed, courtesy, and accuracy.

This position Telephone Operator requires a calm demeanor, excellent telephone etiquette, and a genuine desire to assist others. You must be able to multitask, handle pressure gracefully, and always maintain a helpful tone — even when managing multiple lines at once.

Key Responsibilities Telephone Operator

1. Guest Communication

• Answer all incoming external and internal telephone calls promptly, using the hotel’s standard greeting.

• Direct calls accurately to the appropriate departments, extensions, or team members.

• Provide guests with information regarding hotel services, facilities, directions, and general inquiries.

• Handle wake-up calls, emergency calls, and message taking with accuracy and professionalism.

2. Guest Requests & Service Coordination

• Log, track, and coordinate guest requests (e.g., housekeeping, engineering, concierge) using internal systems.

• Follow up on requests to ensure completion and guest satisfaction.

• Escalate guest complaints or special requests to the appropriate department or supervisor for immediate handling.

• Communicate VIP arrivals, special occasions, and flagged guest notes to other departments.

3. Emergency & Safety Protocols

• Respond calmly and professionally to emergency calls (e.g., fire alarms, medical emergencies), following hotel procedures.

• Act as a point of contact for crisis communication, relaying accurate information to both guests and team members.

• Maintain awareness of safety and evacuation procedures and assist in relaying emergency instructions if needed.

4. Technology & System Use

• Operate and manage the hotel’s communication systems (telephone console, paging system, call tracking software, etc.).

• Monitor service request systems (e.g., HotSOS, Opera, or other PMS/CRM platforms).

• Update guest profiles and records with relevant notes or communication preferences.

• Maintain logs for wake-up calls, complaint calls, or technical issues.

5. Internal Team Communication

• Support all departments by relaying accurate messages and updates.

• Maintain clear and professional communication with Front Desk, Housekeeping, Engineering, Security, and F&B.

• Coordinate shift handovers with detailed briefing of calls, pending tasks, and special alerts.

Qualifications & Skills Telephone Operator

• High school diploma or equivalent; diploma in hospitality or communications preferred.

• Previous experience in a call center, hotel operator, or guest service position is an advantage.

• Clear, pleasant, and articulate speaking voice.

• Excellent listening skills and telephone etiquette.

• Strong multitasking ability and attention to detail.

• Fluent in English; knowledge of additional languages is a plus.

• Familiarity with PMS and phone systems (e.g., PBX, Opera, Cisco) preferred.

• Ability to remain calm and composed in high-pressure or emergency situations.

Physical & Operational Requirements

• Ability to remain seated at a workstation for extended periods.

• May require working overnight shifts, weekends, or holidays.

• Must maintain professionalism and confidentiality at all times.

Why Join Us? Telephone Operator

• Become the voice behind a world-class hospitality experience.

• Join a team that values clarity, calmness, and compassion.

• Benefit from training, development, and career progression.

• Enjoy competitive compensation, uniform, meals, and team recognition programs.

• Be part of a brand that respects both people and communication.

If you believe that a single call can make a guest feel welcomed, reassured, and valued — we’d love to hear your voice. Apply today and help us deliver hospitality through every conversation.

Let Your Voice Be the Difference.

In a world where the first connection often happens over the phone, your voice becomes the first impression, the calming presence, and the helping hand. As a Telephone Operator, you are not just answering calls — you are delivering hospitality, trust, and clarity through every word you speak.

Every conversation is a chance to make someone feel heard, assisted, and appreciated. Whether it’s a guest calling late at night, a family needing urgent support, or a colleague requiring fast coordination — your presence on the other end of the line makes all the difference.

We are looking for individuals who can listen with empathy, speak with confidence, and act with precision. If you take pride in being the unseen hero behind the scenes, connecting people and solving problems with a calm and professional approach, then we want you on our team.

Join us Telephone Operator, and turn every call into a moment of service, care, and excellence.