Telephone Operator - Crowne Plaza Doha - The Business Park


Full job details

Crowne Plaza Hotels & Resorts - Middle East & Africa
Job Type
Front Office
Job Level

job overview

Under the general direction of the Telephone Operator Supervisor and within the limits of established InterContinental Hotels Group brand and local policies and procedures, oversees and directs all aspects of Telecommunications services to achieve the highest possible guest satisfaction. 

At Crowne Plaza®, we want our guests to feel able to do their best, achieve their goals and be recognized for their success.  To help them, we need you to stay One Step Ahead and:

  • Create Confidence – by being an expert at what you do; by acting and looking the part and adapting your style to match your guests’ pace in all you do. 
  • Encourages Success – by supporting and respecting your guests and their goals; by recognizing them and making them feel valued and important and offering thoughtful choices to help them feel restored and balanced.
  • Make It Happen – by being perceptive to your guests’ needs; by taking ownership for getting things done and working seamlessly with others to help guests be successful.
  • Duties and Responsibilities

    1.     Process all incoming and outgoing calls accurately and courteously

    2.     Records and controls accurately wake up calls

    3.     Pages guests in co-operation with concerned departments

    4.     Records all entries on traffic sheets

    5.     Assists guests with international calls and directory queries

    6.     Calls guests by name whenever possible

    7.     Pages staff member when requested

    8.     Abides by principles of guest privacy

    9.     Handles guests needs or requests and reports complaints to the Telephone Supervisor

    10.  Report on logbook daily

    11.  Bill call costs

    12.  Aware of local telephone listings and frequently dialled numbers

    13.  Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations

    14.  Advises defects on switchboard equipment to Supervisor

    15.  Maintains a clean work environment

    16.  Attends to all guest queries and requests promptly

    17.  Maintains detailed knowledge of the Hotel’s fire, life and safety system

    18.  Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard

    19.  Maintain Hotel Information


    1.     Comply with Hotel Rules and Regulations and provisions contained in the Employment Handbook 

    2.     Comply with Company Grooming Standards at all times to portray a professional image of self and the hotel.

    3.     Comply with Time and Attendance Policies set by the hotel.

    4.     Actively participate in training and development programs and maximize opportunities for self-development 

    5.     Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety

    6.     Familiarize yourself with emergency and evacuation procedures

    7.     Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the Line Manager

    8.     Comply with the Company’s Corporate Code of Conduct

    9.     Familiarize self with the company values (Great Hotels Guests Love) and model desired behaviors (Winning Ways, Room to be Yourself) and ways of working (IHG Wheel).

    10.  Perform all tasks as directed by the Manager in pursuit of the achievement of business goals


    The above is designed to help you in the understanding of the role and is not intended to be a definite list of your duties, as flexibility in meeting company and guest needs is required by all employees

    ' ' ' '