Guest Service Officer - Telephone Operator

Job Description

1. To provide a courteous, professional, efficient and flexible service at all times, following the hotel Standards of Performance.
2. To perform all duties and tasks when rotated or assigned to another Department as per Master Task List for that Department.
3. To be fully conversant with all services and facilities offered by the hotel.
4. To operate the switchboard in accordance with the department’s operation standards.
5. To attend to the hotel guests communications from inside or outside the hotel.
6. To use and adhere to policies and procedures for handling calls, messages and selling services and restaurants to guests of the hotel.
7. To handle wake-up calls promptly and according to hotel standards.
8. To ensure when required, the doctor is contacted with the minimum delay and that direct supervisor is informed accordingly.
9. To be aware and adhere to the hotel emergency policy and procedure.
10. To ensure that all faxes are well prepared, checked and sent within 5 minutes from arrival or received.
11. Act as either Room Service order taker or as a departmental coordinator for all areas of the hotel and ensure a proper follow up for all guests requests and comments.
12. To plug in all customer inquiries into the system and ensure proper follow up is done.
13. To ensure that the desk and surrounding area is kept clean and organized at all times.
14. To report guest complaints or problems to FO Supervisors or Asst FOM if no immediate solution can be found and assure follow up with guests.
15. To be entirely flexible and adapt to rotate within the different sub sections of the Front Office Department.
16. To carry out any other reasonable duties as assigned by the FO Supervisor and the Assistant Front Office Manager.