Telephone Operator

Company and hotel

Telephone and guest service

• Answer and direct incoming external calls using standard telephone etiquette, and greet callers with a cheerful, pleasant voice.
• Take in-room dining orders by telephone, enter orders in MICROS, and communicate special instructions to the kitchen and expediters.
• Handle guest complaints and take action to resolve problems; receive and relay guest messages and distribute faxes and messages.
• Take wake-up call requests and ensure guests receive calls at the requested time.

Hotel information and administration

• Maintain knowledge of hotel facilities, services, operating hours, restaurants, menus, rooms, rates, promotions, occupancy, arrivals, departures, events, and meeting spaces.
• Maintain cleanliness and arrange guest special needs, preferences, and amenity distribution according to department standards.
• Maintain and update the Opera telephone directory and complete administrative tasks delegated by the line manager.

Systems, safety, and teamwork

• Ensure guest check-in and check-out records are handled through DTCM e-service and CID systems; promptly log guest and associate requests and incidents in FCS/e-connect.
• Respond calmly and effectively to emergencies and understand fire evacuation procedures and assigned duties.
• Follow hotel standards and procedures, complete training and certification, and build productive working relationships while supporting coworkers.

Experience and skills

• At least one year of reception or telephone operator experience in a four-star property with 250 or more rooms.
• One year of Front Office computer literacy or experience.
• Proficiency in spoken and written English; planning, organization, teamwork, and problem-solving skills.

Work schedule

• Able to work flexible hours on rotating shifts.

Additional expectations

• Pleasant personality and good grooming.