Telephone Operator

Company Overview

Raffles Hotels & Resorts is a historic luxury hospitality brand with roots dating back to 1887. Known for iconic properties in landmark destinations around the world, the brand focuses on culturally rich experiences, thoughtful service, and respect for local communities, heritage, and the environment.

About Raffles Doha

Located in the landmark Katara Towers in Lusail, Raffles Doha offers a refined luxury experience shaped by elegance, artistry, and personalized service. Every guest interaction is designed to feel intimate, memorable, and carefully tailored, with colleagues empowered to anticipate needs and deliver service with discretion and care.

Application Process

After submitting your application, you will receive an email from AssessFirst asking you to create a profile and complete a questionnaire. This step is mandatory and is used to assess your fit for the role and for the brand’s culture of luxury excellence.

Role Summary

The Telephone Operator serves as the hotel’s voice and is responsible for providing polished, warm, and responsive communication to guests and colleagues. The position supports smooth internal and external communication, routes requests accurately, coordinates across departments, and helps create a seamless guest journey aligned with the standards of Raffles Doha.

Key Responsibilities

• Deliver telephone service that is courteous, personalized, and consistent with the hotel’s luxury standards.
• Answer and place calls promptly, professionally, and with the correct etiquette expected in a high-end hospitality setting.
• Act as the main communication point for the hotel by directing calls correctly and relaying guest requests to the right teams.
• Handle wake-up calls, voicemail, messages, and emergency communications with accuracy and confidentiality.
• Follow up on guest needs quickly to help ensure a smooth and memorable stay.
• Maintain strong knowledge of the hotel’s facilities, services, offers, dining options, and nearby attractions.
• Assist VIP guests and manage special requests with discretion and attention to detail.
• Work closely with Front Office, Concierge, Housekeeping, Engineering, and other departments to ensure timely service.
• Use telecommunication systems efficiently and keep logs and records accurate and up to date.
• Maintain a polished appearance, professional communication style, and grooming standards that reflect the Raffles brand.
• Stay calm and professional in urgent or high-pressure situations while following safety and emergency procedures.
• Contribute positively to a team culture focused on delivering exceptional luxury experiences.

Qualifications

• Experience in a luxury hotel, hospitality, or customer service environment is preferred.
• Strong verbal communication and a professional telephone manner are essential.
• Excellent English communication skills are required; additional languages are an advantage.
• Strong people skills and a warm, service-focused attitude are important.
• Ability to stay composed, discreet, and professional in a busy luxury hospitality environment.
• Good organizational ability with multitasking and prioritization skills.
• Familiarity with hotel communication tools, MS Office, and Opera or similar property management systems is preferred.
• Careful attention to detail and accuracy when handling guest information and requests.
• Ability to work effectively with multiple departments to support seamless service.
• Availability to work rotating shifts, weekends, and public holidays as needed.
• Alignment with the Raffles brand promise and a commitment to luxury service standards.
• Support an inclusive workplace where colleagues feel valued, respected, empowered, and recognized.

Employee Benefits

Colleagues can enjoy a range of perks, including complimentary upgrades, extended stays, discounted stays across Fairmont and Raffles properties, dining and wellness discounts, and other added benefits designed to support and reward team members.

Values

Respect: Treat others with fairness, dignity, and appreciation for their ideas and individuality.

Excellence: Build genuine connections and create special moments for others.

Belonging: Welcome differences and support one another as a unified team.

Empowerment: Take initiative and anticipate opportunities to create memorable experiences.

Integrity: Earn trust through authenticity and mutual respect.

Diversity & Inclusion

The organization is committed to building an inclusive environment where people from all backgrounds are encouraged to apply and can thrive.