Telephone Operator - Call Center

About the role

The Telephone Operator provides essential guest support by handling all inbound and outbound calls for the hotel. Working from the switchboard station, you will ensure guests receive prompt, courteous service and that their requests are accurately recorded and resolved.

Key responsibilities

• Answer, record, log and process guest calls, requests, questions and concerns.
• Operate the telephone switchboard, managing wake‑up calls, call forwarding, conference calls, TDD relay calls and non‑registered guest calls.
• Advise guests of messages, monitor busy or unanswered lines, and offer to take messages.
• Activate or deactivate guest room message lights and instruct guests on internet access, transferring technical issues to the provider when needed.
• Test communications equipment to ensure proper operation.
• Coordinate with appropriate departments to resolve guest issues and follow up to confirm satisfaction.
• Dispatch bell or valet staff as required and adhere to all company policies and safety procedures.

Required profile

• High school diploma or GED equivalent.
• No prior related work experience required.
• No supervisory experience or specific licenses needed.

Required skills

• Telephone switchboard operation.
• Basic computer and POS system usage.