Telephone Operator

25hours Hotel Company

How does your working day look like

Answer Incoming Calls: Respond promptly to calls from guests, potential clients, and other hotel departments.

Direct Calls: Transfer calls to the appropriate departments, rooms, or staff members.

Provide Information: Offer accurate and courteous information about hotel services, amenities, and local attractions to guests.

Message Delivery: Take and deliver messages for guests, ensuring clarity and accuracy.

Interdepartmental Communication: Relay important messages and information between departments (housekeeping, concierge, front desk, maintenance, etc.).

Assist with Requests: Help coordinate requests for services like room service, housekeeping, wake-up calls, and maintenance.

Confirming bookings, and handling any inquiries related to room availability at night.

Up-sell Services: Promote additional services or amenities (e.g., spa, dining) to guests when appropriate.

Guest Inquiries: Handle any inquiries or complaints with professionalism and efficiency, ensuring guest satisfaction.

Special Requests: Address and facilitate special guest requests (e.g., wake-up calls, room changes).

Emergency Calls: Respond to emergency situations, directing calls to appropriate personnel like security, medical staff, or the front desk.

Documentation: Log messages, requests, and inquiries for future reference and follow-up with the use of MessageBox.

Emergency Response: Follow emergency procedures for situations like fire alarms, medical emergencies, or security concerns.

Security Awareness: Ensure that sensitive information about guests or hotel operations is handled securely.

Schedule Wake-up Calls: Ensure wake-up calls are made on time, according to guest preferences.

Data Entry: Update guest records and other relevant guest feedbacks in the hotel's system as needed.

Maintain Work Area: Ensure the telephone switchboard area is clean, organized, and well-maintained.

Professional Appearance: Maintain a polite, friendly, and professional demeanor at all times.

Support Hotel Goals: Ensure that all interactions reflect the hotel's brand and commitment to luxury service.

Answer all calls according to the set standard in the department training manual.

Assist with all, internal as well as external request and pass it on to the concerned department / room number

Handle messages for in-house and expected guests.

Prepare Reports: Generate daily, weekly, and monthly reports related to call volume, guest inquiries, and service quality.

Respond to all emails in a timely manner according to the set standard in the department training manual.

Crosscheck and make sure the guest nationality and ID in OPERA matches with that in VICAS.

Any other duties as may reasonably be requested by the management

Qualifications

Your personality counts more than your CV