Telephone Operator

Responsibilities: 

• Answers incoming both internal and external calls in a prompt and friendly manner.
• Directs calls to guest rooms, colleagues, or departments through the switchboard system.
• Receives guest messages and delivers the same to the guest.
• Logs all wake-up call requests and performs wake-up call services.
• Provides information about hotel services to guests.
• Understand the telephone operator board or PBX switchboard operations.
• Knows what action to take when an emergency call including bombthreats, health, safety and fire adhering to the policies and guidelines set by the hotel.
• Assists in reporting telephone equipment or service complaints and problems.
• To always adhere on telephone etiquette when handling both internal and external calls.
• Keep records of calls placed and received by all departments for future references.
• Update directory information on the front office software.
• Follow up on any pending tasks from colleagues and managers. 
• Respond to hotel communication channels quickly.
• Receive and assist with all in room dining orders, guest requests, F&B dining reservations/enquiries, internal and external enquiries, and minibar requests. Communicate accordingly to the relevant departments.  
• Have a thorough knowledge of up-to-date F&B menu/pricing/promotions/operating hours/offerings/daily events and provide upselling opportunities.  
• Communicate efficiently with housekeeping, engineering, guest experience, front desk, leadership, for any guest/visitor issues and follow up to ensure tasks are completed. 
• Attain thorough knowledge of all hotel operations/daily events/local area/group activities/VIPs/in house guests/concierge services.  
• Complete handover process for colleagues and management. 
• Partake in pre-shift briefings. 
• Resolve guest complaints, ensuring guest satisfaction, escalate any unresolved matters.
• Provide a consistent level of guest recognition and delivery of personalised service.  
• Maintains appropriate standards of conduct, uniforms, hygiene, appearance for the front office department.
• Promotes in-house sales, facilities, and upselling program in order to maximise revenue.

Qualifications, Knowledge, and Skills:  

• Prior experience in a call centre setting, or hotel desired. 
• Prior experience with opera system. 
• Outstanding communication and interpersonal skills. 
• Service oriented with an eye for details. 
• Must be always well-presented and well-groomed. 
• Excellent reading, writing and oral proficiency in English language, additional language a plus. 
• Work flexible schedules and willing to work shift duties that will include days, evenings, night, and holidays. 
• Strong communication, organization, problem-solving, follow up and telephone skills.