Telephone Operator

Job Qualifications Ideally with a relevant degree or diploma in Hospitality or Tourism Management. Minimum 2 years of work experience in Front Office, preferably within a luxury hotel environment. Excellent communication, telephone etiquette, problem-solving, organizational and interpersonal skills are essential.

Job Qualifications Ideally with a relevant degree or diploma in Hospitality or Tourism Management. Minimum 2 years of work experience in Front Office, preferably within a luxury hotel environment. Excellent communication, telephone etiquette, problem-solving, organizational and interpersonal skills are essential.

• Maintains accurate records and relevant departmental logs.
• Maintains the Daily Log Book and ensures important information is properly communicated to the relevant departments.
• Records and reports "Lost and Found" items in accordance with hotel procedures.
• Ensures all guest requests, messages and relevant information are accurately recorded and followed up.

• Delivers the brand promise and provides exceptional guest service at all times.
• Answers all incoming calls promptly, professionally and courteously, following the hotel's telephone standards.
• Provides excellent service to both external guests and internal customers.
• Is fully familiar with the hotel's products, services, facilities, operating hours and policies in order to provide accurate information.
• Handles guest inquiries, requests and complaints in a courteous and efficient manner and ensures appropriate follow-up.
• Maintains positive guest and colleague interactions and good working relationships.
• Uses appropriate telephone etiquette and maintains a warm, professional and helpful tone throughout all interactions.

• Handles and transfers incoming and internal telephone calls accurately and efficiently.
• Takes and delivers guest messages accurately and promptly.
• Ensures guest requests are communicated to the appropriate department and followed up accordingly.
• Maintains accurate and up-to-date knowledge of hotel facilities, services, outlets, events and relevant local information.
• Ensures that all company minimum brand standards are implemented and consistently followed.
• Responds appropriately to emergency calls and follows established hotel emergency procedures.
• Protects guest privacy and confidentiality at all times and does not disclose guest information without authorization.
• Works closely with Front Office and other departments in a supportive and flexible manner, focusing on guest satisfaction and the overall success of the hotel.
• Supports and embraces the spirit of "We work through Teams".

• Adheres to all hotel, company and local rules, policies and procedures related to financial transactions or chargeable telephone services, where applicable.
• Ensures any relevant financial information or charges are accurately recorded and reported.

• Supports the implementation of The People Philosophy, demonstrating and reinforcing GHM's Values and Culture Characteristics.
• Maintains effective communication and cooperation with colleagues and other departments.

• Ensures high standards of personal presentation and grooming.
• Exercises responsible behavior at all times and positively represents the hotel.
• Responds positively to changes within the Rooms and Front Office function as dictated by the industry, company and hotel.
• Reads and understands the Employee Handbook and adheres to hotel rules and regulations, particularly policies and procedures relating to fire, hygiene, health and safety.
• Attends training sessions, departmental briefings and meetings as required.
• Carries out any other reasonable duties and responsibilities as assigned.