Telephone Operator

Job Description

As a Telephone Operator, you will be the communication hub of the hotel, ensuring all guest, internal, and external calls are handled professionally, efficiently, and in accordance with Raffles service standards.

Your responsibilities will include:

• Serve as the primary point of contact for all guest requests, inquiries and service needs via telephone, email or other communication channels.
• Respond promptly and professionally to guest requests, ensuring timely follow-up and resolution.
• Coordinate with Housekeeping, Engineering, Front Office, Food & Beverage and other departments to fulfill guest requests efficiently.
• Record, track and monitor all guest requests using the hotel's service optimisation or guest request management system.
• Handle wake-up calls, restaurant, spa and other pre-arrival correspondence, along with any in-house requests such as IRD or service-related enquiries. 
• Provide accurate information about hotel facilities, services, operating hours, local attractions and transportation.
• Resolve guest complaints and service recovery situations professionally, escalating issues when necessary.
• Maintain detailed and accurate records of guest interactions and requests.
• Monitor service response times and ensure all guest requests are completed within established service standards.
• Promote hotel facilities, restaurants, spa and other services to enhance the guest experience and maximise revenue opportunities.
• Ensure compliance with hotel policies, brand standards and guest service procedures.
• Maintain confidentiality of guest information and adhere to data privacy requirements.
• Participate in departmental meetings and training programs to continuously improve product knowledge and service delivery.
• Perform any other duties assigned by management that support the smooth operation of the hotel.

Qualifications

• Previous experience in a Telephone Operator, Guest Services, Front Office, or similar hospitality role preferred.
• Excellent verbal communication skills with a clear and pleasant telephone manner.
• Strong command of English; additional language skills are an advantage.
• Ability to multitask and remain calm in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Good computer literacy and familiarity with hotel systems is preferred.
• A positive attitude, team spirit, and passion for delivering exceptional guest experiences.
• Flexibility to work rotating shifts, weekends, and public holidays.

Additional Information

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.