The Telephone Operator is responsible for managing hotel communications professionally and efficiently, ensuring prompt responses, accurate information, and excellent guest service.

Key Responsibilities:

• Operate the hotel switchboard and manage incoming and outgoing calls professionally.
• Answer calls promptly using approved greetings and telephone etiquette.
• Provide accurate information on hotel services, facilities, promotions, and events.
• Direct calls and messages to the appropriate departments and ensure proper follow-up.
• Handle guest inquiries, requests, complaints, and wake-up calls efficiently.
• Coordinate with Front Office, Housekeeping, Engineering, Security, and other departments to meet guest needs.
• Assist with transportation arrangements, flight information, international calls, and conference calls.
• Maintain accurate call logs, message records, and communication reports.
• Ensure guest privacy, confidentiality, and data protection at all times.
• Handle emergency calls calmly and follow hotel safety and emergency procedures.
• Communicate VIP arrivals and special guest requests to relevant departments.
• Monitor voicemail and internal/external messages and ensure timely distribution.
• Report telephone system faults to the relevant department.
• Support Front Office operations during busy periods and assist with staff training when required.
• Maintain a professional appearance, positive attitude, accuracy, and excellent attention to detail.
• Participate in training and service improvement initiatives and perform other duties assigned by management.