About the Role
W Hotels in Riyadh, Saudi Arabia, is seeking a dedicated and customer-focused Telephone Operator to join their Rooms & Guest Services Operations team. This full-time, non-management position offers an opportunity for individuals with 0-1 years of experience to begin their career in the hospitality industry. The Telephone Operator will serve as the primary point of contact for guests, ensuring all their communication needs are met efficiently and professionally.
Key Responsibilities
- Attend to, register, note, and process all guest calls, requests, inquiries, or concerns.
- Operate the switchboard terminal.
- Process guest requests for wake-up calls, call identification, do not disturb settings, call forwarding, conference calls, calls via Telecommunications Device for the Deaf (TDD), and calls from unregistered guests.
- Inform guests of any messages they have received.
- Monitor busy or unanswered lines, maintaining contact with guests on hold to update their status and offering to take messages.
- Receive, record, and transmit messages accurately, completely, and legibly.
- Activate and deactivate guest room indicator lights as appropriate.
- Assist guests with internet access issues, transferring them to the service provider's customer support line when necessary.
- Test communication equipment to ensure it is functioning properly.
- Attend to special requests from guests with exceptional needs.
- Contact the appropriate person or department as needed to resolve guest calls, requests, or issues.
- Follow up with guests to ensure their requests or issues have been resolved to their complete satisfaction.
- Dispatch bell staff or service personnel as required.
- Comply with all company policies and procedures, reporting accidents, injuries, and unsafe working conditions to the manager.
- Ensure uniform and personal appearance are clean and professional.
- Maintain the confidentiality of proprietary information and protect company assets.
- Greet and acknowledge all guests according to company standards, anticipating and addressing their service needs.
- Thank guests with genuine appreciation and assist individuals with disabilities.
- Speak with others using clear and professional language, and answer telephones using appropriate protocol.
- Cultivate and maintain positive working relationships with others and support the team to achieve common goals.
- Adhere to quality assurance expectations and standards.
Qualifications and Requirements
- High school diploma or equivalent certificate from a General Educational Development (GED) program.
- No prior work experience required.
- No supervisory experience required.
- No specific licenses or certifications are required.
Required Skills
- Telephone operation and communication.
Work Environment and Physical Demands
This is a full-time, non-management position located at Area 1 Al Aqeeq Street Financial District, Riyadh, Saudi Arabia, 13519. Physical demands include standing, sitting, or walking for extended periods, and the ability to move, lift, carry, push, pull, and place objects weighing 10 pounds or less without assistance. The role also involves entering and locating information using computers and/or Point of Sale (POS) systems. Reasonable requests from supervisors for other duties will also be performed.
W Hotels is part of Marriott International, committed to providing equal opportunities and fostering an environment where diversity is valued. The company's mission is to awaken curiosity and expand worlds, offering a place to enjoy life, open doors, and minds, inspired by new faces and experiences, with a core spirit of being ready-for-anything and reinventing luxury norms worldwide through the "Whatever/Whenever" service philosophy.