Telephone Operator

Company description

Job description

• Answer incoming telephone calls promptly, professionally, and courteously according to hotel standards; direct calls to the appropriate departments or colleagues.
• Handle guest inquiries, requests, and complaints with timely assistance and follow-up; provide accurate information about hotel facilities, services, outlets, and operating hours.
• Manage wake-up calls; record and relay guest messages accurately while maintaining confidentiality.
• Coordinate with Front Office, Housekeeping, Engineering, and other departments to fulfill guest requests.
• Handle emergency calls and follow hotel safety and emergency procedures; maintain records of calls, guest requests, and important communications.
• Ensure telephone equipment and communication systems function properly and report technical issues; promote hotel facilities and services when appropriate.
• Maintain excellent guest-service standards and a positive, professional attitude.

Qualifications

• High school diploma or equivalent; hospitality qualification is an advantage.
• At least 1 year of experience in a similar role; experience in a 4- or 5-star hotel is preferred.
• Excellent verbal communication and telephone etiquette; good command of English, with additional languages an advantage.
• Familiarity with hotel telephone systems and Opera PMS is preferred.
• Strong customer service, multitasking, and problem-solving skills.
• Ability to work flexible shifts, including weekends and public holidays.
• Professional, well-organized, and able to remain calm under pressure.