Full job description

Key Responsibilities:

• Handle all incoming and outgoing calls in line with hotel telephone standards and policies.
• Assist guests with information, requests, and message taking, ensuring accuracy and courtesy at all times.
• Direct calls to the appropriate departments or team members efficiently.
• Maintain accurate records of wake-up calls and ensure timely follow-through.
• Respond promptly to guest inquiries regarding hotel facilities, services, and local information.
• Coordinate with relevant departments to ensure guest requests and follow-ups are completed.
• Monitor emergency lines and follow proper procedures during critical situations.
• Update internal contact lists and communication boards as required.
• Maintain a professional, friendly, and clear telephone etiquette at all times.
• Protect guest privacy and ensure confidentiality of all information handled.
• Support Front Office operations by assisting with communication-related tasks as needed.

Requirements:

• Previous experience in a 5-star hotel Telephone Operator, Call Center, or Front Office role is essential.
• Excellent communication skills with a clear and pleasant telephone voice.
• Strong listening skills and the ability to handle multiple calls efficiently.
• Professional appearance, demeanor, and a positive attitude.
• Ability to multitask, stay organized, and remain calm under pressure.