Telephone Operator – AYS Agent

About the role

We are seeking a proactive Telephone Operator (AYS Agent) to manage all guest calls, requests, and inquiries at our hotel. The role serves as the primary communication hub, ensuring guests receive timely assistance and a high level of service.

Key responsibilities

• Answer, record, log, and process all guest calls, requests, questions, and concerns.
• Operate the telephone switchboard, handling wake‑up calls, screening, do‑not‑disturb, call forwarding, conference calls, TDD relay, and non‑registered guest calls.
• Advise guests of received messages, monitor busy or unanswered lines, and update callers on hold.
• Accurately receive, record, and relay messages; activate/deactivate guest room message lights.
• Assist guests with internet access and transfer technical issues to the provider’s support line.
• Test communications equipment to ensure proper functionality.
• Dispatch bell or valet staff as needed and coordinate with other departments to resolve guest issues.
• Follow company policies, maintain professional appearance, and protect confidential information.

Required profile

• Minimum 1–2 years experience in front‑office, telephone operator, or customer‑service roles.
• Excellent verbal communication, active listening, and courteous handling of high‑volume calls.
• Fluent in English; additional languages are a plus.
• Ability to stand, sit, or walk for extended periods and lift objects up to 10 lb.

Required skills

• Proficiency with hotel systems such as Opera PMS.
• Basic computer skills.
• Telephone switchboard operation.