Telephone Operator

About the role

The Telephone Operator works in the Front Office of a luxury hotel, handling all incoming calls for guests and internal departments. The role requires a friendly, caring attitude and strict adherence to Kempinski and LQA service standards.

Key responsibilities

• Answer all incoming calls and route them 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 automatic wake‑up call requests for guests, groups, and crew.
• Provide information, handle complaints, and refer issues to relevant departments.
• Act as the communication centre during emergencies, maintaining complete records of domestic and international direct dial calls.
• Coordinate telephone charge billing with the front office.
• Monitor TV and music outlets in public areas to ensure proper functioning.
• Keep the telephone directory, staff changes, emergency procedures, and hotel product knowledge up to date.
• Maintain a tidy workstation at all times.

Required profile

• Basic knowledge of front‑desk and hotel operations.
• Excellent communication skills and a courteous phone manner.
• Familiarity with luxury hotel service standards.
• Ability to work under pressure and handle emergency communications.

Required skills

• Microsoft Office Word
• Microsoft Office Excel
• Microsoft Office PowerPoint
• Opera property management system
• Basic knowledge of Micros point‑of‑sale system

What we offer

• Opportunity to work in a prestigious international hotel brand.
• Professional development in hospitality operations.
• Dynamic, multicultural work environment.