Hotel Telephone Operator

Job Summary:
The Hotel Telephone Operator is responsible for answering incoming calls, directing them to the appropriate departments, assisting guests with inquiries, and providing exceptional customer service over the phone. This role requires professionalism, excellent communication skills, and the ability to handle multiple calls efficiently.

Key Responsibilities:
Answer and direct all incoming calls promptly and professionally.
Provide accurate information about the hotel’s services, facilities, and promotions.
Handle guest inquiries, requests, and complaints with courtesy and efficiency.
Transfer calls to appropriate departments or guest rooms as needed.
Take and relay messages accurately, ensuring prompt follow-ups.
Assist with wake-up call requests and ensure timely execution.
Monitor and operate the telephone switchboard, ensuring it functions correctly.
Maintain an updated directory of hotel contacts and emergency numbers.
Communicate effectively with guests, staff, and management to ensure seamless service.
Handle emergency calls and follow the hotel’s emergency procedures when required.
Assist with administrative tasks, such as logging calls and preparing reports.
Maintain confidentiality of guest and hotel information.
Qualifications & Skills:
Previous experience in a similar role or customer service preferred.
Excellent verbal communication skills.
Ability to multitask and handle high call volumes.
Strong problem-solving and interpersonal skills.
Proficiency in using telephone systems and basic computer applications.
Ability to work in a fast-paced environment and remain calm under pressure.
Fluency in English; additional languages are a plus.
Availability to work in shifts, including weekends and holidays.
Work Environment:
Primarily office-based with frequent use of a telephone and computer.
Requires sitting for extended periods and handling multiple calls simultaneously.
Interaction with guests, hotel staff, and management.