Cluster Telephone Operator

Role Overview

Cluster Telephone Operator at Minor Hotels, located at Al Najada Doha Hotel By Tivoli, Doha.

Company Overview

Minor Hotels is an international hotel owner, operator and investor with a diverse portfolio of over 530 properties across 50+ countries in Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe and South America. The company operates properties under the brands Anantara, Avani, Elewana, Oaks, NH Hotels, NH Collection, nhow and TIVOLI.

Role Purpose

To deliver exceptional guest service by managing telephone inquiries, anticipating guest needs, and maintaining the highest standards of hospitality while working collaboratively across all hotel departments.

Key Responsibilities

Guest Service & Communication

• Anticipate guest needs and handle guest inquiries in a helpful and attentive manner.
• Possess complete knowledge of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets, spa promotions and other properties.
• Suggest alternatives and innovative solutions that meet guest needs.

Service Quality & Accountability

• Take personal responsibility for the service and attitude with which guest service is being delivered.
• Ensure service meets the highest standard at all times.
• Take personal responsibility for ensuring all issues pertaining to guest satisfaction are met.
• Complete follow-up on a timely basis.

Departmental Collaboration & Development

• Develop a close and harmonious working relationship with all hotel departments.
• Attend hotel events, daily shift briefings and training to improve professional skills.

Qualifications & Experience

• Strong focus on customer service.
• Prior experience in hotel front office operations is preferred.
• Excellent communication skills.
• Fluency in English and Arabic is an asset.
• Computer skills in Microsoft Office.
• Experience with current Property Management Systems (PMS) is preferred.

Additional Information

• Ability to work shifts, weekends and public holidays.