Telephone Operator

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.

• 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.