Telephone Operator
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Key skills for this role
Role Overview
The Telephone Operator prioritizes phone calls and delivers professional, customer-focused responses to hotel guests.
The role aims to create a memorable and positive guest experience during each stay.
Key Skills for This Role
Full Job Posting
Role Overview
The Telephone Operator prioritizes phone calls and delivers professional, customer-focused responses to hotel guests.
The role aims to create a memorable and positive guest experience during each stay.
Key Job Responsibilities
- Receive guest calls professionally and warmly.
- Communicate with relevant departments to ensure seamless service delivery.
- Address queries politely and courteously while exceeding guest expectations.
- Greet guests by name according to established standards.
- Maintain knowledge of hotel services and local offerings.
- Use the Opera guest profile system to maintain awareness of guest profiles.
- Complete long-distance call vouchers and record them on the traffic sheet.
- Manage and promptly deliver guest wake-up calls.
- Operate the switchboard and transfer internal and external calls efficiently.
- Take messages for guests and management according to standards.
- Uphold environmental, health, and safety standards and follow company procedures.
Qualifications
- Previous experience as a Telephone Operator, Guest Service Agent, or similar hospitality role is preferred.
- Excellent English communication skills; additional languages are an advantage.
- Clear, pleasant, and professional telephone manner.
- Strong customer service and interpersonal skills.
- Ability to handle multiple calls and guest requests efficiently.
- Basic computer and hotel system knowledge is preferred.
- Flexibility to work shifts, weekends, and public holidays.
- Positive attitude, organisation, and attention to detail.
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