Telephone Operator

As a Telephone Operator, you will be the first point of contact for guests and callers seeking assistance or information. Your primary responsibility will be to handle incoming and outgoing calls efficiently and professionally, providing exceptional customer service and directing inquiries to the appropriate departments. Your excellent communication skills, attentiveness, and dedication to guest satisfaction will play a crucial role in creating a positive impression of our hotel and ensuring a seamless communication experience for our guests.

Responsibilities:

1. Greet callers in a friendly and professional manner, identifying the hotel and introducing yourself courteously.
2. Respond promptly to incoming calls, including general inquiries, reservations, room service orders, and guest requests.
3. Transfer calls accurately and efficiently to the appropriate hotel departments or guest rooms as requested.
4. Provide necessary information to ensure smooth transfers and assist in connecting callers as needed.

5. Take accurate messages for guests and hotel staff.

6. Relay messages promptly via email, voicemail, or other designated communication methods.
7. Provide information to guests about hotel services, facilities, amenities, and local attractions.
8. Assist guests with special requests and offer personalized assistance to enhance their stay.
9. Follow established procedures for handling emergency calls and situations, remaining calm and composed under pressure.
10. Alert the appropriate hotel staff and management promptly in case of emergencies.
11. Familiarize yourself with the hotel's telephone system and utilize all its features effectively.
12. Report any technical issues or malfunctions to the Telephone Supervisor or IT department for resolution.
13. Conduct courtesy calls to guests to ensure their satisfaction and address any additional needs they may have.
14. Actively seek guest feedback on the telephone interactions to identify areas for improvement and enhance service quality.

Requirements:

1. High school diploma or equivalent.
2. Proven experience as a telephone operator or in a customer service role is advantageous but not mandatory; on-the-job training will be provided.
3. Excellent verbal communication skills and a clear, pleasant phone voice.
4. Strong customer service orientation with a focus on attentiveness and problem-solving.
5. Familiarity with telephone systems and call handling procedures.
6. Ability to handle multiple tasks simultaneously and remain calm under pressure.
7. Proficiency in using computers and basic office software.
8. Flexibility to work different shifts, including evenings, weekends, and holidays, to meet operational needs.