Hotel Telephone operator

JOB TITLE:

REPORTS TO:

PREREQUISITES:

Education:

Experience:

Responsibilities:

1. Answering and Directing Calls: • Respond to both internal and external calls promptly and courteously. • Transfer calls to the appropriate guest room, department, or staff member.

2. Handling Guest Requests: • Assist guests with inquiries, including providing information about the hotel, room services, and local attractions. • Coordinate guest requests such as wake-up calls, room service, or maintenance issues.

3. Wake-up Calls: • Schedule and ensure timely delivery of wake-up calls as requested by guests.

5. Emergency Handling: • Respond quickly to emergency calls and escalate urgent situations such as fire alarms, medical issues, or security concerns. • Follow the hotels emergency protocols and ensure guest safety during incidents.

6. Managing Voicemail Systems: • Set up voicemail for guests and staff, ensuring they can leave or receive messages. • Retrieve and relay messages for guests and internal staff when necessary.

7. Guest Information and Communication: • Provide essential information about hotel facilities, room details, and service offerings. • Relay important messages between guests and hotel management.

8. Coordination with Other Departments: • Serve as a liaison between different departments like housekeeping, room service, and maintenance to handle guest requests efficiently.

9. Managing Complaints: • Handle guest complaints tactfully and redirect them to the appropriate manager or department to resolve the issue.

10. Record Keeping: • Maintain logs of all calls, requests, and incidents for record-keeping and future reference.

11. Multitasking and Prioritization: • Handle multiple incoming calls, prioritize tasks, and maintain a calm demeanor during busy periods.

12. Language and Communication Skills: • Communicate clearly and professionally, often in multiple languages if the hotel caters to international guests.

13. Administrative Support: • Provide clerical assistance when necessary, such as data entry, filing, or assisting.