Job Description

• Answer all incoming telephone calls promptly, professionally, and courteously in accordance with hotel standards.
• Direct and transfer calls to the appropriate departments or colleagues efficiently.
• Handle guest inquiries, requests, and complaints, ensuring timely assistance and follow-up.
• Provide accurate information about hotel facilities, services, outlets, and operating hours.
• Manage wake-up call requests and ensure timely delivery.
• Record and relay guest messages accurately while maintaining confidentiality.
• Coordinate with Front Office, Housekeeping, Engineering, and other departments to fulfill guest requests.
• Handle emergency calls and follow established hotel safety and emergency procedures.
• Maintain accurate records of calls, guest requests, and important communications.
• Ensure telephone equipment and communication systems are functioning properly and report any technical issues.
• Promote hotel facilities and services whenever appropriate.
• Maintain excellent guest service standards and a positive, professional attitude at all times.

Qualifications

• High school diploma or equivalent; hospitality qualification is an advantage.
• Minimum 1 year of experience in a similar role, preferably in a 4- or 5-star hotel.
• Excellent verbal communication and telephone etiquette.
• Good command of English; additional languages are an advantage.
• Familiarity with hotel telephone systems and Opera PMS is preferred.
• Strong customer service, multitasking, and problem-solving skills.
• Ability to work flexible shifts, including weekends and public holidays.
• Professional, well-organized, and able to remain calm under pressure.