Telephone Operator – Hotel Front Office

About the role

The Telephone Operator supports the hotel’s front office by handling all inbound and outbound calls with a friendly, caring attitude, in line with Kempinski and LQA standards.

Key responsibilities

• Answer all incoming calls and connect guests to the appropriate extension efficiently.
• Record and deliver guest messages accurately and promptly.
• Manage Do Not Disturb (DND) and confidential status requests.
• Process personal and group wake‑up call requests according to LQA standards.
• Respond to guest inquiries, take appropriate actions, or forward issues to relevant departments.
• Act as the communication centre during emergencies, handling all hotel communications.
• Maintain records of Domestic Direct Dial (DDD) and International Direct Dial (IDD) calls.
• Coordinate telephone charges with front office reception for billing.
• Monitor TV channels and public‑area music for proper functioning.
• Keep the telephone directory, staff changes, emergency procedures, and hotel product knowledge up to date.
• Maintain a tidy and organized workstation at all times.

Required profile

• Basic knowledge of front‑desk operations and luxury‑hotel environment.
• Strong communication skills and a courteous phone manner.
• Familiarity with hotel operations and computer systems.

Required skills

• Microsoft Office (Word, Excel, PowerPoint).
• Opera property management system.
• Basic knowledge of Micros (plus).