Job Summary:
The Telephone Operator is responsible for handling all incoming and outgoing calls in a courteous and efficient manner, ensuring seamless communication within the hotel and providing assistance to guests with inquiries and requests.

Responsibilities:

• Process all incoming and outgoing calls promptly and courteously, maintaining professionalism at all times.
• Handle guest requests, including wake-up calls, room service, and directory assistance.
• Provide accurate information on hotel services, local attractions, and travel information.
• Record guest complaints or concerns, and follow up with appropriate departments to ensure resolution.
• Maintain guest privacy by ensuring confidential handling of calls and information.
• Support communication with staff, paging team members when necessary and coordinating guest-related requests.
• Keep the switchboard equipment in good working order, reporting any issues to the supervisor.
• Assist with business center services for guests, including secretarial support and handling meeting room reservations.
• Stay updated on the hotel's fire, safety, and emergency procedures, and assist during emergencies if required.
• Maintain accurate records of daily calls, update traffic sheets, and bill guests for phone services where applicable.
• Promote hotel services and amenities to guests, ensuring they are informed of current offerings and events.

Requirements:

• Previous experience in a similar customer service or telephone operator role is preferred.
• Excellent communication skills, both verbal and written.
• Strong organizational skills with attention to detail.
• Ability to handle multiple tasks efficiently in a fast-paced environment.
• Positive attitude with a strong focus on guest service and satisfaction.
• Familiarity with telephone switchboard systems and business center equipment.
• Knowledge of local attractions, airline schedules, and frequently dialed numbers is an advantage.
• Ability to work independently and as part of a team, maintaining professionalism at all times.

Level of Education:

• High school diploma or equivalent is required.

Work Hours:

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

Experience in Months:

• Minimum of 6 months of experience in a similar role, with customer service experience being advantageous.