Telephone Operator

About the role

The Telephone Operator provides professional telephone and communication services to guests, contributing to an exceptional stay experience. You will handle all incoming and outgoing calls courteously and efficiently, acting as the first point of contact for guest inquiries.

Key responsibilities

• Answer, screen, and direct all incoming calls promptly and accurately.
• Provide clear, helpful, and friendly assistance to guest inquiries over the phone.
• Take and relay messages accurately to guests and hotel departments.
• Handle wake‑up calls, special call requests, and emergency calls following hotel safety procedures.
• Maintain thorough knowledge of hotel services, room categories, facilities, and promotions.
• Promote hotel services and facilities when appropriate.
• Keep the Front Office Manager and relevant departments informed of guest feedback, issues, or special requests.
• Maintain confidentiality and protect guest information at all times.
• Use telephone systems and related equipment according to hotel policies.
• Support the Front Office and other departments to ensure smooth operations.

Required profile

• Previous experience in a customer‑focused industry.
• Completed high school certificate or equivalent.
• Positive attitude with clear and professional communication skills.
• Commitment to delivering a high level of customer service.
• Excellent grooming and professional presentation standards.
• Ability to work independently and as part of a team.

Required skills

• Competent level of IT and telephone system proficiency.