Telephone Operator

Answer all incoming internal and external telephone calls promptly and professionally, following the hotel's telephone etiquette standards.

Handle guest inquiries, transfer calls accurately, and provide relevant information about hotel facilities, services, operating hours, and ongoing promotions.

Manage wake-up calls, message taking, call forwarding, and other telephone-related services accurately and efficiently.

Ensure that all messages are recorded completely and delivered to the appropriate recipients without delay.

Handle external callers courteously and ensure calls are directed to the relevant departments or colleagues.

Receive, record, coordinate, and follow up on guest requests received through telephone calls and other designated communication channels.

Coordinate with Housekeeping, Engineering, Room Service, Front Office, Concierge, and other relevant departments to ensure timely service delivery.

Monitor pending requests and follow up with the responsible departments to ensure completion within established service standards.

Communicate updates to guests when necessary and ensure that outstanding requests are properly handed over between shifts.

Escalate complaints, urgent requests, and service recovery situations to the appropriate supervisor or manager.

Deliver personalized, warm, and professional service in every interaction, demonstrating genuine care and a commitment to guest satisfaction.

Anticipate guest needs and provide clear, accurate, and helpful information.

Handle guest complaints and concerns with empathy, patience, and professionalism, taking appropriate action within the scope of authority.

Ensure that every guest interaction reflects the hotel's brand standards and service culture.

Maintain a positive and composed attitude when dealing with demanding situations or high call volumes.

Diploma or degree in Hospitality Management, Tourism, or a related field is an advantage.

Previous experience in a Guest Service Center, Telephone Operator, Front Office, or customer service role is preferred.

Experience in a five-star or luxury hotel environment is an advantage.

Excellent verbal communication skills in English; additional languages are an asset.

Basic computer literacy and the ability to learn hotel operating systems.

Strong telephone etiquette, active listening, and interpersonal skills.