Telephone Operator

Job Qualifications

Ideally with a relevant degree or diploma in Hospitality or Tourism Management. Minimum 2 years of work experience in Front Office, preferably within a luxury hotel environment. Excellent communication, telephone etiquette, problem-solving, organizational and interpersonal skills are essential.

Key Areas of Responsibility

1. Administration

› Maintains accurate records and relevant departmental logs.

› Maintains the Daily Log Book and ensures important information is properly communicated to the relevant departments.

› Records and reports “Lost and Found” items in accordance with hotel procedures.

› Ensures all guest requests, messages and relevant information are accurately recorded and followed up.

2. Customer Service

› Delivers the brand promise and provides exceptional guest service at all times.

› Answers all incoming calls promptly, professionally and courteously, following the hotel’s telephone standards.

› Provides excellent service to both external guests and internal customers.

› Is fully familiar with the hotel’s products, services, facilities, operating hours and policies in order to provide accurate information.

› Handles guest inquiries, requests and complaints in a courteous and efficient manner and ensures appropriate follow-up.

› Maintains positive guest and colleague interactions and good working relationships.

› Uses appropriate telephone etiquette and maintains a warm, professional and helpful tone throughout all interactions.

3. Operational

› Handles and transfers incoming and internal telephone calls accurately and efficiently.

› Takes and delivers guest messages accurately and promptly.

› Ensures guest requests are communicated to the appropriate department and followed up accordingly.

› Maintains accurate and up-to-date knowledge of hotel facilities, services, outlets, events and relevant local information.

› Ensures that all company minimum brand standards are implemented and consistently followed.

› Responds appropriately to emergency calls and follows established hotel emergency procedures.

› Protects guest privacy and confidentiality at all times and does not disclose guest information without authorization.

› Works closely with Front Office and other departments in a supportive and flexible manner, focusing on guest satisfaction and the overall success of the hotel.

› Supports and embraces the spirit of “We work through Teams.”

4. Financial

› Adheres to all hotel, company and local rules, policies and procedures related to financial transactions or chargeable telephone services, where applicable.

› Ensures any relevant financial information or charges are accurately recorded and reported.

5. Personnel

› Supports the implementation of The People Philosophy, demonstrating and reinforcing GHM’s Values and Culture Characteristics.

› Maintains effective communication and cooperation with colleagues and other departments.

6. Other Duties

› Ensures high standards of personal presentation and grooming.

› Exercises responsible behavior at all times and positively represents the hotel.

› Responds positively to changes within the Rooms and Front Office function as dictated by the industry, company and hotel.

› Reads and understands the Employee Handbook and adheres to hotel rules and regulations, particularly policies and procedures relating to fire, hygiene, health and safety.

› Attends training sessions, departmental briefings and meetings as required.

› Carries out any other reasonable duties and responsibilities as assigned.