Telephone Operator

Job Description 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.