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 • 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