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 :