Job Description:

Job Description:

The Telephone Operator plays a key role in ensuring seamless communication within the hotel and with external guests. As the voice of Hotel Avalon, the Telephone Operator is responsible for answering and directing incoming calls, handling guest inquiries, managing wake-up call requests, and supporting hotel operations through effective communication. The ideal candidate is courteous, attentive, and professional, providing every caller and guest with a warm and efficient response that reflects the hotel’s commitment to exceptional service.

Key Responsibilities:

Answer and direct all internal and external calls promptly and professionally using the hotel’s telephone system.

Respond to guest inquiries, requests, and concerns with accuracy and courtesy.

Process and schedule wake-up calls as requested by guests.

Handle emergency calls according to hotel protocols, including contacting relevant departments or emergency services.

Maintain confidentiality and security of guest and hotel information at all times.

Log and relay guest messages accurately and ensure timely delivery.

Provide information about hotel services, amenities, operating hours, and local attractions.

Coordinate with various departments (Housekeeping, Engineering, Front Office, F&B, etc.) to ensure guest requests are fulfilled efficiently.

Monitor and update telephone directories, extension lists, and communication logs.

Ensure the switchboard and communication equipment are functioning correctly; report any technical issues.

Assist with administrative tasks related to guest communication as needed.Desired Skill & Expertise:

High school diploma or equivalent; certification or diploma in hospitality is preferred.

Minimum 1 year of experience in a similar role, preferably in a 4-star or higher hotel.

Fluent in English (spoken and written); knowledge of additional languages such as French, Russian, Chinese, or Italian is a plus.

Strong verbal communication and listening skills.

Excellent telephone etiquette and a clear, pleasant speaking voice.

Ability to stay calm and professional in high-pressure or emergency situations.

Proficiency in telephone systems and basic computer skills; experience with hotel software (e.g., OPERA or similar PMS) is an advantage.

High level of attention to detail and accuracy.

Flexible to work shifts, including nights, weekends, and holidays.