Telephone Operator

Answer all incoming telephone calls promptly, professionally, and courteously in accordance with hotel standards.

Direct and transfer calls to the appropriate departments or colleagues efficiently.

Handle guest inquiries, requests, and complaints, ensuring timely assistance and follow-up.

Provide accurate information about hotel facilities, services, outlets, and operating hours.

Manage wake-up call requests and ensure timely delivery.

Record and relay guest messages accurately while maintaining confidentiality.

Coordinate with Front Office, Housekeeping, Engineering, and other departments to fulfill guest requests.

Handle emergency calls and follow established hotel safety and emergency procedures.

Maintain accurate records of calls, guest requests, and important communications.

Ensure telephone equipment and communication systems are functioning properly and report any technical issues.

Promote hotel facilities and services whenever appropriate.

Maintain excellent guest service standards and a positive, professional attitude at all times.

High school diploma or equivalent; hospitality qualification is an advantage.

Minimum 1 year of experience in a similar role, preferably in a 4- or 5-star hotel.

Excellent verbal communication and telephone etiquette.

Good command of English; additional languages are an advantage.

Familiarity with hotel telephone systems and Opera PMS is preferred.

Strong customer service, multitasking, and problem-solving skills.

Ability to work flexible shifts, including weekends and public holidays.

Professional, well-organized, and able to remain calm under pressure.