Job Summary:
We are seeking dynamic and self-motivated Front Office professionals to join our team as Telephone Operators. The ideal candidate will handle phone calls with professionalism, ensuring guests receive exceptional customer service that enhances their stay.

Responsibilities:

• Answer all guest calls in a friendly, professional manner, addressing their needs promptly.
• Maintain effective communication with internal departments to ensure smooth service delivery.
• Handle all guest queries politely and efficiently, aiming to exceed guest expectations.
• Greet guests by name on the phone in line with company standards, creating a personalized experience.
• Stay informed about hotel services, promotions, and local attractions to assist guests effectively.
• Maintain guest profiles through the Opera system, ensuring personalized service based on guest preferences.
• Manage wake-up calls for guests and ensure timely and accurate delivery.
• Operate the switchboard efficiently, transferring internal and external calls with speed and accuracy.
• Take messages for guests and management and deliver them as per the required standard.
• Record long-distance call vouchers and maintain traffic sheets for management review.
• Support emergency call handling and crisis communication when necessary.
• Provide guests with information regarding hotel policies, facilities, and services.

Requirements:

• Diploma or degree in hospitality or a related field, with previous experience as a Telephone Operator or similar role in a hotel environment.
• Excellent English communication skills, both written and spoken, with strong voice modulation for clear and pleasant phone interactions.
• Familiarity with hotel management software, particularly Opera, is an advantage.
• Strong multitasking and organizational abilities to handle multiple calls and tasks efficiently.