Telephone Operator

Job Detail

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.