Telephone Operator

As a Telephone Operator, your role is to prioritize each phone call, delivering a professional and customer-focused response to our Guests, with the aim of creating a memorable and positive experience during their stay.

Key Job Responsibilities:

• Professionally and warmly receive each Guest call, ensuring a friendly interaction.

• Foster effective communication with all relevant departments to ensure seamless service delivery.

• Address every query with politeness and courtesy, consistently exceeding Guest expectations.

• Greet Guests by name upon calling, adhering to the established standard.

• Keep abreast of the Hotel's services and local offerings, maintaining up-to-date knowledge.

• Cultivate awareness of Guest profiles through the Opera Guest profile system.

• Complete long-distance call vouchers and accurately record them on the traffic sheet.

• Manage the Guest wake-up call sheet, delivering calls promptly and meeting established standards.

• Ensure the smooth operation of the switchboard, facilitating fast and efficient internal and external call transfers.

• Take messages for Guests and Management in accordance with prescribed standards.

• Uphold environmental, health, and safety standards in alignment with organizational policies.

• Adhere to the company’s environmental, health, and safety procedures and policies.

Qualifications:

• Previous experience as a Telephone Operator, Guest Service Agent, or similar hospitality role preferred.

• Excellent English communication skills; additional languages are an advantage.

• Clear, pleasant, and professional telephone manner.

• Strong customer service and interpersonal skills.

• Able to handle multiple calls and guest requests efficiently.

• Basic computer and hotel system knowledge preferred.

• Flexible to work shifts, weekends, and public holidays.

• Positive attitude, well-organized, and attentive to detail.