Job Description

Roles & Responsibilities

Provide exceptional and personalized telephone service, ensuring every interaction reflects the elegance and warmth of Raffles Doha.

Handle all incoming and outgoing calls efficiently, courteously, and in accordance with luxury hospitality standards.

Serve as the communication hub of the hotel by accurately directing calls and coordinating guest requests across departments.

Manage wake-up calls, guest messages, voicemail, and emergency communication procedures with accuracy and confidentiality.

Anticipate guest needs and deliver prompt assistance and follow-up to ensure a seamless guest experience.

Maintain comprehensive knowledge of hotel facilities, services, promotions, dining venues, and local attractions.

Support VIP guests and special requests with discretion, professionalism, and attention to detail.

Coordinate effectively with Front Office, Concierge, Housekeeping, Engineering, and other departments to ensure timely service delivery.

Operate telecommunications systems efficiently and maintain accurate records and communication logs.

Uphold the highest standards of grooming, communication etiquette, and professionalism in line with the Raffles brand culture.

Respond calmly and professionally during high-pressure situations while adhering to hotel safety and emergency procedures.

Contribute to a collaborative team environment focused on delivering memorable luxury experiences.

Desired Candidate Profile

What will you bring to this role?

• Previous experience in a luxury hotel, hospitality, or customer service environment preferred.
• Excellent verbal communication skills with a polished and professional telephone etiquette.
• Strong command of English; additional language skills are an advantage.
• Exceptional interpersonal and guest engagement skills with a warm and service-oriented personality.
• Ability to remain composed, discreet, and professional in a fast-paced luxury hospitality environment.
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Proficiency in hotel communication systems, MS Office, and Opera or similar property management systems preferred.
• High attention to detail and commitment to accuracy in handling guest information and requests.
• Ability to work collaboratively with cross-functional teams to deliver seamless guest experiences.
• Flexible to work rotating shifts, weekends, and public holidays as required by hotel operations.
• Embrace the Raffles brand promise and luxury in your role and in all your interactions.
• Foster an inclusive environment where every individual feels valued and respected
• Create an environment where colleagues are empowered, supported and recognized