Telephone Operator

Telephone Operator

The Telephone Operator is responsible for managing the switchboard to professionally answer incoming telephone calls and assist with guest requests. Duties include arranging wake‑up calls, screening calls, and handling various inquiries related to placing or receiving telephone communications. The role requires a courteous and efficient approach to ensure all guest needs are addressed promptly and professionally.

• Ensure brand standards, policies and procedures are adhered to at all times.
• Maintain complete knowledge of all hotel features/services, hours of operations, all hotel restaurant food concepts, menu price range, dress code and ambiance, all hotel room types, numbers/names, layout appointments, amenities and locations, all hotel room rates, special packages and promotions, daily house count and expected arrivals/departures scheduled daily group activities, names and locations of meeting/banquet rooms, room availability status for any given day.
• Maintain cleanliness throughout the areas.
• Organize and implement all special needs, personal preferences and amenity distribution in accordance to the department’s standards and procedures.
• Answer and direct all external incoming telephone calls following the standard telephone etiquettes.
• Communicates special instructions to the kitchen and expediters.
• Handles guests’ complaints and takes action to resolve problems.
• Accepts and relays guests messages, either manually, written or through voice mail system.
• Maintain and update system telephone directory.
• Prepare any admin related tasks delegated by the line manager.
• Takes request for wake up calls and follows through to ensure guests receive their wake up call at the requested time.
• Greets guests with a cheerful and pleasant voice during the conversation.
• Responds to emergency situations calmly, effectively, according to hotel guidelines.
• Actively participate in sending and distributing all incoming and outgoing faxes and messages.
• Understand and know all SOPs for fire evacuation, your role and what is required in Emergency situation.
• Successful completion of the training/certification process.
• Develop and maintain positive and productive working relationships with other employees and departments. Support all co-workers and treat them with dignity and respect.
• Follow, comply and ensure that all guests are checked-in and out from the DTCM e-service portal and CID systems.
• Follow, comply and ensure that all service requests and incidents either requested by a guest and/or associates are logged into FCS/e-connect software in a timely manner.
• Perform any other works as and when assigned by the supervisor and/or management.

• At least 1+ years experience working at the reception or as a telephone operator in a 4/5
  * property with 250+ inventory.
• 1 year experience Front Office computer literacy.
• Excellent communications skills with proficiency in speaking and writing English.
• Team player with excellent planning, organizing skills and excellent problem-solving skills.
• Able to work flexible working hours with rotating shifts.
• Pleasant personality and good grooming.