Telephone Operator

The Telephone Operator Agent is responsible for handling all guest and internal calls efficiently, accurately, and courteously. The role ensures compliance with the hotel’s Integrated Management System (IMS) in accordance with ISO 9001:2015 (Quality), ISO 14001:2015 (Environmental Management), and ISO 45001:2018 (Occupational Health & Safety), contributing to consistent service quality, environmentally responsible operations, and a safe workplace.

Telephone Operations & Guest Communication

• Answer and direct incoming calls promptly and courteously
• Assist guests with inquiries, requests, and reservations, providing accurate information about hotel services and facilities
• Perform wake-up call services, internal communications, and emergency call handling according to hotel procedures
• Coordinate with Front Office, Housekeeping, Engineering, Food & Beverage, and other departments to ensure smooth operations
• Escalate guest complaints or complex inquiries to the supervisor or relevant department promptly.

Teamwork & Professional Conduct

• Work collaboratively with colleagues to ensure seamless service delivery
• Attend training sessions on IMS, FSMS, service standards, and health & safety procedures
• Maintain professional appearance, conduct, and confidentiality at all times.

Reporting & Documentation

• Maintain accurate call logs, wake-up call records, and incident reports
• Communicate operational issues, guest feedback, and improvement opportunities to supervisor or management.