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Contract TypeContract TypeFull-time
Workplace typeWorkplace typeOn-site
LocationLocationRiyadh

About the Role

W Hotels in Riyadh, Saudi Arabia, is seeking a dedicated Telephone Operator to join their Rooms & Guest Services Operations team. This full-time, non-management position is an opportunity for individuals with 0-1 years of experience to enter the hospitality industry. The Telephone Operator will serve as the primary point of contact for guests, ensuring their communication needs are met efficiently and professionally to contribute to an exceptional guest experience.

Key Responsibilities

  • Answer, record, log, and process all guest calls, requests, questions, or concerns with efficiency and courtesy.
  • Operate the telephone switchboard station to manage incoming and outgoing calls.
  • Process guest requests for services such as wake-up calls, screening calls, do not disturb settings, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
  • Advise guests of any messages received promptly and accurately.
  • Monitor busy or unanswered lines, check back with callers on hold to provide status updates, and offer to take messages.
  • Receive, record, and relay messages accurately, completely, and legibly.
  • Activate and deactivate guest room message lights as appropriate.
  • Instruct guests on how to access the internet and transfer guests experiencing technical difficulties to the provider's customer support line.
  • Test communications equipment regularly to ensure it is functioning properly.
  • Respond to special requests from guests with unique needs, ensuring their satisfaction.
  • Contact the appropriate individual or department 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 to assist guests.
  • Follow all company policies and procedures diligently.
  • Report accidents, injuries, and unsafe work conditions to the manager immediately.
  • Ensure uniform and personal appearance are clean and professional at all times.
  • Maintain the confidentiality of proprietary information.
  • Protect company assets by adhering to security protocols.
  • Welcome and acknowledge all guests according to company standards, anticipating and addressing their service needs.
  • Assist individuals with disabilities, ensuring their needs are met with respect and care.
  • Thank guests with genuine appreciation for their patronage.
  • Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
  • Develop and maintain positive working relationships with colleagues and support the team to reach common goals.
  • Comply with quality assurance expectations and standards to maintain high service levels.
  • Stand, sit, or walk for an extended period of time as required by the role.
  • Enter and locate information using computers and/or POS systems accurately.
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
  • Perform other reasonable job duties as requested by Supervisors.

Qualifications and Requirements

  • A high school diploma or *** equivalent is preferred.
  • No related work experience is required.
  • No supervisory experience is required.
  • No specific licenses or certifications are required.

Required Skills

  • Exceptional communication skills, both verbal and written.

Work Environment and Additional Information

This is a full-time, non-management position located in the Financial District, Riyadh, Saudi Arabia. The role is not remote. The Job Number for this position is 26071723. W Hotels is part of Marriott International, an equal opportunity employer committed to fostering an environment where diverse backgrounds are valued and celebrated. The mission of W Hotels is to encourage curiosity and expand horizons, offering a place to experience life and reinvent the norms of luxury. The service culture emphasizes that anything can be done at any time, turning guest passions into reality.


Requirements

  • No experience required

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