Telephone Operator

Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

"Why work for Banyan Tree Doha?
Be a part of the mosaic team, located in the heart of Mushaireb, Banyan Tree Doha offers an urban retreat that blends unparalleled luxury with modern comfort and architectural marvels. Our property offers a unique blend of Eastern and Western hospitality in an atmosphere of timeless elegance that goes beyond comfortable and stylish rooms, with unmatched sea and city views.

Job Description

The Telephone Operator Agent is responsible for handling all guest and internal calls efficiently, accurately, and courteously. The role ensures compliance with the hotel’s Integrated Management System (IMS) in accordance with ISO 9001:2015 (Quality), ISO 14001:2015 (Environmental Management), and ISO 45001:2018 (Occupational Health & Safety), contributing to consistent service quality, environmentally responsible operations, and a safe workplace.

Qualifications

Telephone Operations & Guest Communication

• Answer and direct incoming calls promptly and courteously
• Assist guests with inquiries, requests, and reservations, providing accurate information about hotel services and facilities
• Perform wake-up call services, internal communications, and emergency call handling according to hotel procedures
• Coordinate with Front Office, Housekeeping, Engineering, Food & Beverage, and other departments to ensure smooth operations
• Escalate guest complaints or complex inquiries to the supervisor or relevant department promptly.

Teamwork & Professional Conduct

• Work collaboratively with colleagues to ensure seamless service delivery
• Attend training sessions on IMS, FSMS, service standards, and health & safety procedures
• Maintain professional appearance, conduct, and confidentiality at all times.

Reporting & Documentation

• Maintain accurate call logs, wake-up call records, and incident reports
• Communicate operational issues, guest feedback, and improvement opportunities to supervisor or management.