About the Role
W Hotels in Riyadh, Saudi Arabia, is seeking a motivated and guest-focused 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 begin their 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, contributing to the overall guest experience.
W Hotels' mission is to ignite passion and broaden the world, offering a place to experience life by opening doors and minds. The company is known for its proactive spirit and for subverting the concept of luxury worldwide. The culture emphasizes "Dreaming, to the point of dreaming" and service education to realize guests' passions. W Hotels is an ideal workplace for those who are creative, innovative, and forward-thinking.
Key Responsibilities
- Answer, record, log, and process all guest calls, requests, questions, or concerns.
- Operate the telephone switchboard station to manage incoming and outgoing calls.
- Process guest requests, including 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 issues to the provider's customer support line.
- Test communications equipment 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.
- Report accidents, injuries, and unsafe work conditions to the manager.
- Ensure uniform and personal appearance are clean and professional.
- 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.
- Assist individuals with disabilities.
- Thank guests with genuine appreciation.
- Speak with others using clear and professional language.
- Answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships with others.
- Support the team to reach common goals.
- Comply with quality assurance expectations and standards.
- 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 and Requirements
- High school diploma or *** equivalent.
- No related work experience required.
- No supervisory experience required.
- No specific license or certification required.
Required Skills
Work Environment and Details
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. The position is part of the Rooms & Guest Services Operations category.
Marriott International is an equal opportunity employer committed to diversity and inclusion. The company fosters an environment where associates' unique backgrounds are valued and celebrated, recognizing that the blend of culture, talent, and experiences is its greatest strength. Marriott International is committed to non-discrimination on any protected basis, including disability and veteran status, or other bases protected by applicable law.
