Telephone Operator

Job Description

Speaks clearly, distinctly, and with a friendly, courteous tone. Uses listening skills to put callers at ease and obtains accurate, complete information. Answers incoming calls and directs them to guest rooms through the telephone console or to hotel personnel or departments.

Takes and distributes messages for guests, provides information on guest services, and answers inquiries about public hotel events.

Responsibilities:

1. Answers incoming calls and directs calls to guest rooms, staff, or departments through the switchboard or PBX system.
2. Places outgoing calls.
3. Receives guest messages and delivers them to the guest.
4. Logs all wake-up call requests and performs wake-up call services.
5. Provides information about hotel services to guests.
6. Understands the telephone operator board or PBX switchboard operations.
7. Provides paging services for hotel guests and employees.
8. Knows what action to take when an emergency call is required.
9. Assists in reporting telephone equipment or service complaints and problems.
10. Follows telephone etiquette.
11. Trains or assists with training new telephone operators in performance of job duties.
12. Adheres to health and safety, fire, and bomb threat procedures.
13. Handles multitasking as other jobs may be required.
14. Maintains politeness and courtesy while answering the phone.
15. Opens and closes telephone functionality on the hotel front office software.
16. Keeps records of calls placed and received by all departments and records the call charges.
17. Updates directory information on the front office software.
18. Processes guest wake-up calls.

Qualifications:

1. 1 year experience in Rooms or related professional area within a luxury hotel.
2. Proven track record in high-class lifestyle resort hotels.