As a Telephone Operator, you will be the first point of contact for our guests, ensuring they receive a warm and welcoming experience. Your excellent communication skills and attentiveness will play a crucial role in enhancing guest satisfaction and ensuring smooth communication within the hotel.
Responsibilities:
Answer incoming calls promptly and professionally, addressing guests inquiries and requests.
Greet callers with a friendly tone and provide personalized assistance based on their needs.
Direct calls to the appropriate departments or personnel within the hotel.
Handle guest inquiries regarding room reservations, amenities, and hotel services.
Assist in processing guest requests and service orders promptly and accurately.
Maintain a detailed log of incoming and outgoing calls and messages.
Offer timely wake-up calls to guests and follow up to ensure their satisfaction.
Provide information about local attractions, dining options, and points of interest to guests.
Handle emergency calls with composure and follow established procedures.
Assist in coordinating communication during emergencies or evacuations.
Liaise with other hotel departments to ensure seamless communication.
Follow all hotel policies and procedures regarding telephone operations.
Qualifications and Requirements:
High school diploma or equivalent; additional hospitality training is a plus.
Proven experience as a Telephone Operator or in a customer service role.
Exceptional communication and telephone etiquette skills.
Fluent in English; knowledge of other languages is advantageous.
Courteous and attentive, with a strong customer service orientation.
Ability to handle multiple tasks and prioritize responsibilities effectively.
Familiarity with hotel operations and services is preferred.
Knowledge of telephone systems and basic computer skills.
Flexibility to work in shifts and adapt to a fast-paced environment.