Telephone Operator📣 Job Ad

About the Opportunity

Le Méridien Hotels & Resorts is seeking a Telephone Operator to join its team in Medina, Saudi Arabia. This full-time role is central to managing all guest communications and requests, ensuring a seamless and professional experience for hotel guests. The position is suitable for candidates with 0-1 years of experience, offering an opportunity to develop essential hospitality skills within a dynamic environment.

Key Responsibilities

• Answer, record, log, and process all guest calls, requests, questions, or concerns.
• Operate the telephone switchboard station efficiently.
• Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
• Advise guests of any messages received and activate/deactivate guest room message lights as appropriate.
• Monitor busy or unanswered lines, update callers on hold regarding status, and offer to take messages.
• Receive, record, and relay messages accurately, completely, and legibly.
• Instruct guests on how to access the internet and transfer guests with technical problems to the provider's customer support line.
• Test communications equipment to ensure proper functionality.
• Respond to special requests from guests with unique needs.
• Contact appropriate individuals or departments as necessary to resolve guest calls, requests, or problems.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Dispatch bell staff or valet staff as needed.

Professional Standards and Conduct

• Adhere to all company policies and procedures; report accidents, injuries, and unsafe work conditions to management.
• Maintain a clean and professional uniform and personal appearance; ensure confidentiality of proprietary information and protect company assets.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Communicate clearly and professionally with others; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with colleagues and support the team to reach common goals.
• Comply with all quality assurance expectations and standards.

Work Environment and Physical Demands

The role requires the ability to stand, sit, or walk for extended periods. The Telephone Operator will also need to enter and locate information using computers and/or POS systems. Physical tasks include moving, lifting, carrying, pushing, pulling, and placing objects weighing less than or equal to 10 pounds without assistance. The position may involve performing other reasonable job duties as requested by Supervisors.

Qualifications and Experience

Candidates should possess 0-1 years of relevant experience, ideally within a hospitality or customer service environment. Strong verbal communication skills, attention to detail, and a commitment to guest satisfaction are essential. The ability to operate a telephone switchboard and basic computer proficiency are also required.

Location

This full-time position is based in Medina, Saudi Arabia.