Telephone Operator

Overview

How does your working day look like …

• Answer Incoming Calls : Respond promptly to calls from guests, potential clients, and other hotel departments.
• Direct Calls : Transfer calls to the appropriate departments, rooms, or staff members.
• Provide Information : Offer accurate and courteous information about hotel services, amenities, and local attractions to guests.
• Message Delivery : Take and deliver messages for guests, ensuring clarity and accuracy.
• Interdepartmental Communication : Relay important messages and information between departments (housekeeping, concierge, front desk, maintenance, etc.).
• Assist with Requests : Help coordinate requests for services like room service, housekeeping, wake-up calls, and maintenance.
• Confirming bookings, and handling any inquiries related to room availability at night.
• Upsell Services : Promote additional services or amenities (e.g., spa, dining) to guests when appropriate.
• Guest Inquiries : Handle any inquiries or complaints with professionalism and efficiency, ensuring guest satisfaction.
• Special Requests : Address and facilitate special guest requests (e.g., wake-up calls, room changes).
• Emergency Calls : Respond to emergency situations, directing calls to appropriate personnel like security, medical staff, or the front desk.
• Documentation : Log messages, requests, and inquiries for future reference and follow-up with the use of MessageBox.
• Emergency Response : Follow emergency procedures for situations like fire alarms, medical emergencies, or security concerns.
• Security Awareness : Ensure that sensitive information about guests or hotel operations is handled securely.
• Schedule Wake-up Calls : Ensure wake-up calls are made on time, according to guest preferences.
• Data Entry : Update guest records and other relevant guest feedbacks in the hotel's system as needed.
• Maintain Work Area : Ensure the telephone switchboard area is clean, organized, and well-maintained.
• Professional Appearance : Maintain a polite, friendly, and professional demeanor at all times.
• Support Hotel Goals : Ensure that all interactions reflect the hotel's brand and commitment to luxury service.
• Answer all calls according to the set standard in the department training manual.
• Assist with all internal as well as external requests and pass them on to the concerned department / room number.
• Handle messages for in-house and expected guests.
• Prepare Reports : Generate daily, weekly, and monthly reports related to call volume, guest inquiries, and service quality.
• Respond to all emails in a timely manner according to the set standard in the department training manual.
• Crosscheck and make sure the guest nationality and ID in OPERA matches with that in VICAS.
• Any other duties as may reasonably be requested by the management.

Qualifications

Your personality counts more than your CV …

What’s in it for you

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