Telephone Operator

Job Description

• Process all incoming and outgoing calls accurately and courteously

• Ensure smooth internal telecommunication as per Hotel Standards

• Record and control wake-up calls accurately

• Assist guests with international calls and directory queries. Address guests by name whenever possible

• Obtains all the necessary information to complete a room reservation in the Opera system, i.e. stay dates, flight details, rates, special requests and reservation notes.

• Assist guests in a seamless food and beverage reservation and/or reservation changes or cancellations and other special requests.

• Works closely with the restaurant managers to maximize the capacity of the restaurants

• Bill call cost

• Handle guests requests promptly, report complaints and irregularities to the Call Center Supervisor

• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations

• Abide by principles of guest privacy

• Be aware of local telephone listings and frequently dialed numbers

• Advise defects on switchboard equipment to Supervisor

• Maintain a clean work environment

• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features. Be knowledgeable of ALL enrollments, ALL Points

• Attend all briefings, meetings and trainings as assigned by management

• Report for duty on time wearing clean and complete uniform at all times

• Maintain a high standard of personal appearance and hygiene at all times

• Perform other reasonable duties assigned by the Management of the Hotel

Qualifications

• Diploma in Tourism / Hospitality Management

• Minimum 1 years of relevant experience in a similar capacity

• Excellent reading, writing and oral proficiency in English language

• Ability to speak other languages and basic understanding of local languages will be an advantage

• Strong leadership, interpersonal and training skills

• Good communication and customer contact skills

• Ability to multi-task, work well in stressful & high-pressure situations