About the Role
W Hotels is seeking a dedicated Telephone Operator to join its team in Riyadh, Saudi Arabia. This full-time, non-management position is suitable for individuals with 0-1 years of experience looking to start a career in the hospitality industry. As a Telephone Operator, you will serve as the primary point of contact for guests, ensuring their communication needs are met efficiently and professionally, aligning with W Hotels' mission to "ignite curiosity, expand worlds" and encourage guests to live life to the fullest.
W Hotels is committed to fostering an environment that opens doors and minds, valuing new perspectives and experiences. The company's core philosophy, "Whatever/Whenever," guides the team in transforming guest passions into reality by offering services at any moment. Individuals with an original, innovative spirit and a forward-thinking mindset are invited to join the global team and develop professionally.
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 settings, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
- Advise guests of any messages received.
- Monitor busy or unanswered lines, check back with callers on hold to update their status, and offer to take a message.
- Receive, record, and relay messages accurately, completely, and legibly.
- Activate/deactivate guest room message lights as appropriate.
- Instruct guests on how to access the internet and transfer guests with technical problems 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.
- 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.
- Follow all company policies and procedures, reporting accidents, injuries, and unsafe work conditions to management.
- Ensure uniform and personal appearance are clean and professional at all times.
- Maintain the confidentiality of proprietary information and protect company assets.
- Welcome and acknowledge all guests according to company standards.
- Anticipate and address guests' service needs, assisting individuals with disabilities.
- 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.
Physical Demands
- Stand, sit, or walk for an extended period of time.
- Enter and locate information using computers and/or POS systems.
- 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
- High school diploma or *** equivalent.
Required Skills
- Telephone Operations
- Guest Service
- Communication
- Problem-Solving
- Customer Support
Work Location and Type
This is a full-time, non-management position located at Area 1 Al Aqeeq Street, Financial District, Riyadh, Saudi Arabia, 13519. The role is not remote.
Marriott International is an equal opportunity employer committed to diversity and inclusion. The company values the unique backgrounds of its associates and fosters an environment where all are welcomed and provided with access to opportunity. Discrimination is not practiced on any protected basis, including disability, veteran status, or other legally protected grounds.
4,000 / Month
Full-time
