Telephone Operator

TELEPHONE OPERATOR

Mandarin Oriental, Singapore is looking for a Telephone Operator to join our Telephone team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Singapore is a sanctuary of luxury and sophistication overlooking the iconic Marina Bay. 

About the job

Based at Mandarin Oriental, Singapore within the Telephone Department in Singapore, the Telephone Operator is responsible in handling incoming and outcoming calls, assists guests with inquiries, processes requests, transfers calls efficiently, ensures accurate message taking, and provides exceptional service to enhance guest satisfaction. The Telephone Operator reports to the Telecommunications Manager. 

As Telephone Operator, you will be responsible for the following duties: 

• Provide close guidance to colleagues within assigned shift, overseeing the efficient operations of the Telephone Department in the following: 
• To answer phone calls promptly ensuring telephone etiquette is observed and a positive attitude is displayed. Be knowledgeable of the NEC UA pbx, functions and features. 
• To attend to Glowing requests promptly, ensuring responses are articulated. 
• To ensure all faults and maintenance issues are raised in Hotsos promptly. 
• To ensure daily task checklists assigned are followed through and documented. 
• To check on wakeup call time requests from guests (FITS, Crew, Groups) and ensure they are promptly processed. 
• To check on incoming text or fax messages from the Fuji Xerox ensuring delivery of messages to guest rooms meet LQE standards. 
• To check telephone and line fault reported, ensure thorough test is conducted before calling an external contractor. Ensure PR/Checkscm is raise for all job done by external contractor. 
• Be knowledgeable on telecommunication wiring rates and requests made by sales for function or guest room, ensuring they are effectively processed. 
• Be knowledgeable of IDD rates and IDD call checks on Jazzware for overseas telephone calls made and ensuring they are posted in HMS. 
• Be knowledgeable of hotel’s telephone and trunk inventory and programming via PCPro. 
• Conduct checks on information on the HMS Concierge Directory and update accordingly. 
• To maintain a high grooming standard as required when on duty. 
• Be knowledgeable of Hotel’s Policies and Procedures. 
• Have a thorough understanding of the various services provided by the Hotel. 
• Be well versed on information concerning Mandarin Oriental Hotel Group in general.  

As Telephone Operator, we expect from you:

• Preferably with experience working in similar capacity and in hotel industry.
• Good communication skills and enjoys interaction with guests.
• Candidate must be able to work on rotational shift including weekends and public holidays.

Our commitment to you 

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously. 
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

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