Job Description

JOB TITLE:

HOTEL TELEPHONE OPERATOR

REPORTS TO:

Front Office Manager

PREREQUISITES:

Education:

High school graduate or equivalent. Must speak, read. Write, and understand the English language.

Experience:

Previous hotel-related experience desired. A year of experience adds value. Skills in the operation of telephone equipment. Knowledge of personal computers and methods of updating databases.

Responsibilities:

1. Answering and Directing Calls: o Respond to both internal and external calls promptly and courteously. o Transfer calls to the appropriate guest room, department, or staff member.

2. Handling Guest Requests: o Assist guests with inquiries, including providing information about the hotel, room services, and local attractions. o Coordinate guest requests such as wake-up calls, room service, or maintenance issues.

3. Wake-up Calls: o Schedule and ensure timely delivery of wake-up calls as requested by guests.

5. Emergency Handling: o Respond quickly to emergency calls and escalate urgent situations such as fire alarms, medical issues, or security concerns. o Follow the hotel's emergency protocols and ensure guest safety during incidents.

6. Managing Voicemail Systems: o Set up voicemail for guests and staff, ensuring they can leave or receive messages. o Retrieve and relay messages for guests and internal staff when necessary.

7. Guest Information and Communication: o Provide essential information about hotel facilities, room details, and service offerings. o Relay important messages between guests and hotel management.

8. Coordination with Other Departments: o Serve as a liaison between different departments like housekeeping, room service, and maintenance to handle guest requests efficiently.

9. Managing Complaints: o Handle guest complaints tactfully and redirect them to the appropriate manager or department to resolve the issue.

10. Record Keeping: o Maintain logs of all calls, requests, and incidents for record-keeping and future reference.

11. Multitasking and Prioritization: o Handle multiple incoming calls, prioritize tasks, and maintain a calm demeanor during busy periods.

12. Language and Communication Skills: o Communicate clearly and professionally, often in multiple languages if the hotel caters to international guests.

13. Administrative Support: o Provide clerical assistance when necessary, such as data entry, filing, or assisting.

Job Type: Full-time

Pay: ?18,000.00 - ?24,000.00 per month

Benefits:

Food provided Health insurance Provident Fund
Application Question(s):

Are you proficient in the English language ?
Work Location: In person