PBX Operator

Key Responsibilities Telephone & Communication Excellence: • Answer all incoming and internal calls promptly using the approved Raffles greeting and etiquette standards. • Accurately route calls, take messages, and provide information in a courteous, clear, and professional manner. • Maintain a calm, polished, and welcoming tone at all times, regardless of call volume or complexity. • Handle guest wake-up calls and special call requests accurately and punctually. Guest Assistance & Service Support: • Assist guests with general inquiries, hotel information, and service requests, ensuring timely follow-up. • Coordinate guest requests with relevant departments and track completion to ensure guest satisfaction. • Support service recovery by responding empathetically to guest concerns and escalating appropriately. Emergency & Safety Communication: • Follow established emergency procedures and communication protocols in case of fire, medical incidents, or security situations. • Act as a central communication point during emergencies, ensuring accuracy, discretion, and composure. • Maintain updated emergency contact lists and procedures. Operational Accuracy & Documentation: • Record and relay messages accurately and confidentially. • Maintain call logs, wake-up call records, and other required documentation. • Update and maintain internal extension lists and contact directories. Standards, Brand & Compliance: • Uphold Raffles communication, grooming, and service etiquette standards at all times. • Maintain strict confidentiality regarding guest information and sensitive situations. • Ensure compliance with hotel policies, safety procedures, and data protection requirements. • Participate in service culture training and continuous development programs.Company Description Qualifications & Experience: • Minimum 1 2 years of experience in PBX, Front Office, or Guest Services within a luxury or five-star hotel environment preferred. • Diploma or certificate in Hospitality or related field is an advantage. Skills & Competencies: • Exceptional verbal communication and listening skills. • Clear, pleasant speaking voice with excellent diction. • Strong multitasking and time-management abilities. • High attention to detail and accuracy. • Ability to remain calm and professional under pressure. • Proficiency in telephone systems and basic computer applications. • Fluency in English required; additional languages are a strong advantage. Personal Attributes: • Polished, courteous, and professional demeanor. • Discreet, trustworthy, and service-oriented. • Calm, composed, and confident in emergency situations. • Flexible to work shifts, including nights, weekends, and holidays. • Passion for luxury hospitality and guest satisfaction.