Job Description

Responsibilities:

• Team Supervision:
  • Lead, supervise, and support the Guest Service Center team to ensure smooth and efficient operations.
  • Train and mentor new and existing team members, ensuring they follow proper telephone etiquette and service standards.
• Call Management:
  • Oversee the handling of incoming calls, ensuring they are answered promptly and courteously.
  • Direct calls to guest rooms, staff, or departments using the switchboard or PBX system.
  • Monitor the accurate and timely placement of outgoing calls.
• Guest Communication:
  • Ensure messages for guests are accurately taken, recorded, and delivered.
  • Provide information about hotel services, guest inquiries, and public events.
  • Manage wake-up call requests, ensuring accuracy and timeliness.
• Operational Oversight:
  • Maintain and update the telephone operator board or PBX switchboard systems.
  • Ensure paging services for guests and employees are carried out effectively.
  • Address and resolve telephone equipment or service complaints promptly.
• Emergency Protocols:
  • Respond appropriately to emergency calls and follow established protocols.
  • Ensure the team is well-trained in health and safety, fire, and bomb threat procedures.
• Administrative Tasks:
  • Oversee the opening and closing of telephone functionalities on the front office software.
  • Maintain accurate records of calls placed and received by all departments, including call charges.
  • Update and manage directory information on the front office software.
• Performance Excellence:
  • Ensure all team members provide polite, courteous, and professional service at all times.
  • Monitor and evaluate team performance, providing feedback and coaching as needed.

Qualifications

• Strong leadership and team management skills.
• Proficient in using front office software.
• Excellent communication, multitasking, and problem-solving abilities.
• In-depth understanding of hotel services and guest satisfaction.
• Ability to handle emergencies and remain calm under pressure.