Job Summary:
We are looking for dynamic and self-motivated Front Office professionals to join our team as Telephone Operators. In this role, you will be responsible for managing all phone communications with a focus on providing exceptional customer service and enhancing the guest experience during their stay.

Responsibilities:

• Receive and respond to each guest call in a professional and friendly manner, ensuring a welcoming experience.
• Maintain effective communication with all hotel departments to facilitate seamless service delivery.
• Handle guest inquiries and requests with politeness and efficiency, striving to exceed expectations.
• Greet guests by name upon their calls, adhering to the hotel’s service standards.
• Stay informed about hotel services and local attractions to provide accurate information to guests.
• Manage guest profiles in the Opera system, ensuring all details are current and accurate.
• Complete long-distance call vouchers and maintain records on the traffic sheet as required by management.
• Maintain and execute the guest wake-up call schedule, ensuring timely delivery according to established standards.
• Operate the switchboard efficiently, ensuring fast and effective transfer of internal and external calls.
• Take messages for guests and management, delivering them promptly and in accordance with standards.
• Assist in training new team members on communication protocols and customer service expectations.
• Monitor call volume and service levels, reporting any issues to management to improve performance.

Requirements:

• Diploma or degree in hospitality or a related field, with previous experience in a similar role preferred.
• Excellent written and verbal English communication skills, with strong voice modulation and clarity.
• Proficiency in computer skills, with prior experience using Opera or similar property management systems being an advantage.
• Strong interpersonal skills, with the ability to connect with guests from diverse backgrounds.
• Ability to manage multiple tasks effectively and work under pressure in a fast-paced environment.
• Knowledge of additional languages is a plus.

Level of Education:

• Diploma or degree in hospitality management or a related field.

Work Hours:

• Full-time, including shifts, weekends, and holidays as required.

Experience in Months:

• Minimum of 12 months of experience in a customer service or front office role.