Service Plus Operator

Job Scope

The Service Plus Operator is responsible for handling all incoming guest calls and service requests, ensuring efficient communication between guests and hotel departments. The role ensures that guest requests are accurately recorded, promptly dispatched, and completed to the highest service standards.

• Answer incoming calls in a professional and courteous manner.
• Handle guest inquiries regarding hotel services, facilities, and amenities.
• Record and dispatch guest service requests to the appropriate departments.
• Monitor the progress of guest requests to ensure timely completion.
• Maintain accurate records of all guest requests in the system.
• Coordinate with housekeeping, engineering, and other departments to fulfill guest requests.
• Provide information about hotel services, restaurants, and facilities.
• Handle wake‑up calls and ensure they are delivered accurately and on time.
• Assist guests with general information and support requests.
• Ensure all guest communications are handled efficiently and professionally.
• Maintain confidentiality of guest information and records.
• Report any guest complaints or operational issues to the supervisor or manager.
• Follow hotel policies, procedures, and service standards at all times.
• Maintain a professional tone and telephone etiquette in all communications.
• Support the front office team during peak operational periods.

Diploma in Hospitality Management, Tourism, or related field preferred.

• Excellent communication and telephone etiquette skills.
• Strong customer service and interpersonal abilities.
• Ability to multitask and handle multiple calls efficiently.
• Strong organizational and attention‑to‑detail skills.
• Ability to work under pressure in a fast‑paced environment.
• Knowledge of hotel communication systems is an advantage.