Telephone Operator - Arabic Speaking

Role Overview

Telephone Operator - Arabic Speaking at IHG Hotels and Resorts, located in Doha.

Company Overview

IHG Hotels and Resorts is a global hospitality company with over 370,000 colleagues in nearly 100 countries. The role is based at Crowne Plaza and Holiday Inn Doha – The Business Park, conveniently located in the heart of one of Doha's key business districts, close to major banks. The property is approximately 15 minutes by car or complimentary shuttle from Hamad International Airport and near attractions including the Museum of Islamic Arts and Souk Waqif. Crowne Plaza features 378 stylish guestrooms and suites; Holiday Inn features 307 well-appointed guestrooms, all equipped with modern amenities and high-speed wireless internet access.

Role Purpose

To provide professional and friendly telephone support to guests, staff, and external callers, managing all incoming and outgoing communications while maintaining hotel service standards and ensuring guest satisfaction and security.

Key Responsibilities

Call Handling

• Handle incoming, outgoing, and in-house calls with professionalism and friendliness.
• Take written messages for hotel guests and transfer guests to voice mail to leave messages.
• Retrieve guests' voice messages.
• Receive each guest call in a professional and friendly manner.

Guest Services

• Lodge guests' requests for wake-up calls, set the console, deliver wake-up calls, and manage unanswered wake-up calls.
• Handle guest requests regarding Do Not Disturb, privately registered guests, and function room telephones.
• Assist with guest complaints.
• Show initiative in anticipating guest or operational needs.

Knowledge & Information Management

• Maintain well-versed understanding of general hotel information.
• Demonstrate knowledge of Speed Dial extensions.
• Maintain confidentiality of guest and staff information.

Security & Emergency Response

• Handle security issues including fire alarm procedures, calling the house doctor, bomb threats, and guest and staff confidentiality.
• Respond to crisis situations.
• Run the operation manually when Opera system crashes.
• Apply the contingency plan in case the switchboard crashes.

Overnight Operations

• Govern overnight tasks including daily reports for all departments and line checks.
• Monitor pulse control reports.
• Communicate guest requests to the overnight runner.

Qualifications & Experience

• Minimum 1 to 2 years in a similar role.

Skills & Competencies

• Effectively communicate with employees and guests.
• Good command of English language and Arabic.
• Multitask and prioritize departmental functions.
• Be proactive and use good judgment when dealing with challenging situations.
• Flexibility to respond to a range of different work situations.

Additional Information

• Ability to work multiple shifts, including night shift.
• Competitive salary that rewards hard work.
• Full uniform provided.
• Impressive room discounts.
• Training in the business.
• IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.