Job Summary:
The Telephone Operator is responsible for answering incoming calls, directing them to the appropriate department or guest, and providing information on hotel services and amenities. This role requires exceptional communication skills and the ability to handle guest inquiries efficiently while supporting hotel operations and emergency response protocols.

Responsibilities:

• Answer incoming calls from both internal and external sources and direct them to the appropriate extension or room.
• Provide information about hotel services, room rates, and amenities, as well as directions or other necessary details to callers.
• Handle guest inquiries, providing timely and accurate responses to ensure high levels of customer satisfaction.
• Operate the hotel’s telephone and communication system, ensuring seamless call transfers and accurate messaging.
• Record and relay messages using proper grammar and spelling, and verify caller details when necessary.
• Follow hotel brand standards and maintain a high level of product knowledge, including room categories, rates, and promotions.
• Support emergency communication procedures, contacting hotel executives and city services when required.
• Assist other departments by handling additional tasks related to guest communication and services.
• Coordinate with maintenance or technical support for any issues related to the PBX telephone system.
• Manage facsimile operations, sending and receiving transmissions for guests and notifying them of any receipts.
• Attend mandatory training sessions to stay up-to-date on communication protocols and customer service standards.

Requirements:

• Strong communication skills with the ability to clearly articulate information over the phone.
• Previous experience in a customer-focused industry, preferably within hospitality or a similar environment.
• Ability to handle emergency calls and follow established protocols.
• Proficiency in operating telephone systems, with basic IT knowledge for system troubleshooting.
• Ability to work independently and collaboratively as part of a team.
• Multilingual abilities are preferred but not required.

Level of Education:

• High school diploma or equivalent; additional qualifications in customer service or hospitality are an advantage.

Work Hours:

• Full-time position with rotating shifts, including nights, weekends, and holidays.

Experience in Months:

• Minimum of 12 months (1 year) of experience in a similar role within a customer service or hospitality environment.