Guest Service Operator

Job Summary:

This position is responsible for attending to all incoming and outgoing calls in a professional and courteous manner. Coordinate with the concerned departments and ensures guest satisfaction.

Duties and Responsibilities:

• Ensure that the telephone is answered according to the telephone etiquette and LQA standards.
• Complete a guest service check for any caller using the services at the telephone operator’s cabin, such as local or international calls, fax sending etc.
• Transfer caller to the requested extension or department and take a written message with the correct guest contact details if the call is not answered by the concerned department.
• Use discretion when dealing with guest enquiries, handle problems or complaints in an efficient and professional manner without detriment to the Hotel and /or its reputation.
• Inform the Duty Manager/Resort Relation in case of difficulties understanding guest or guest not being able to communicate in English.
• Attend to incoming and outgoing faxes by entering them in the register and dispatching them to the concerned guest or department and charging the correct fees to the guest (if applicable).
• Take message for in house guests’ and forward them to the guest room.
• Take and perform wake up calls as per LQA standards.
• Handles and gives utmost importance to emergency calls by forwarding the information to the Duty Manager and department head and follow up to ensure the emergency situation has been handled.
• Handle fire alarms according to the procedure without any delays and follow up the same till the alarm is reset
• Respond to lift alarms and ensures these are communicated to the concerned departments/associates.
• Receive and handle efficiently any guest requests and follow up the same with the concerned department.
• Update the internal telephone directory as well as the telephone book in the PMS.
• Attends to DND (Do Not Disturb) request.
• Complete the shuttle bus log sheet and inform the Duty Manager in case of delays or unusual situation.
• Forwards any AVAYA system faults or other telephone faults to the IT department.
• Inform the Duty/Night Manager of any suspicious situations, unattended luggage, noise or smell.
• Flexible to carry out any other duties requested by the Management, which may include, amongst others, carrying out duties within other properties of JA Resorts & Hotels.
• Provide a complete hand over to the next shift.

Qualifications:

• High school diploma or equivalent; hospitality-related training is an advantage.
• Prior experience in a hotel telephone operator or front office role preferred.
• Excellent command of English; fluency in additional languages is a plus.
• Strong communication and interpersonal skills with a guest-focused attitude.
• Ability to remain calm and professional during high-pressure or emergency situations.
• Proficient in hotel telephone systems, PMS, and basic computer applications.
• Strong attention to detail and organizational skills.
• Willingness to work flexible shifts, including weekends and public holidays.
• Professional appearance and demeanor in line with JA Resorts & Hotels standards.

#J-18808-Ljbffr