Telephone Operator

Job Description • 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.