Telephone Operator

Job Description

• Handling all incoming and outgoing telephone calls professionally, courteously, and in accordance with hotel standards.
• Ensuring smooth and effective internal and external telephone communication.
• Managing and accurately recording guest wake-up calls, ensuring timely and reliable service.
• Assisting guests with international calls, directory inquiries, and general hotel information.
• Addressing guests by name whenever possible to provide personalized and attentive service.
• Handling guest requests promptly and efficiently, ensuring appropriate follow-up and coordination with relevant departments.
• Reporting guest complaints and operational concerns to the relevant supervisor or department.
• Maintaining guest privacy and confidentiality in all telephone communications.
• Providing accurate information about hotel facilities, services, and local attractions when requested.
• Following established emergency communication procedures and responding appropriately to critical situations.
• Ensuring compliance with IHG brand standards, hotel policies, and established operational procedures.
• Maintaining an organized and professional working environment.
• Supporting Front Office operations and contributing to effective teamwork and guest satisfaction.

Qualifications

• Previous experience in telephone operations, Front Office, or guest services, preferably in a four- or five-star hotel.
• Good command of English, both written and spoken.
• Excellent verbal communication and interpersonal skills.
• Strong guest relations skills with a polite, professional, and service-oriented approach.
• Ability to remain calm, courteous, and attentive when handling guest requests and challenging situations.
• Strong organizational skills with the ability to manage multiple calls and tasks efficiently.
• Ability to work effectively with colleagues and maintain positive relationships across departments.
• Good problem-solving skills and the ability to exercise sound judgment.
• Ability to work in a multicultural environment and communicate effectively with guests from different backgrounds.
• Familiarity with hotel telephone systems and basic computer applications is preferred.
• Team-oriented, responsible, and adaptable to a dynamic hotel environment.
• Able to work in shifts, including weekends and public holidays.
• Passionate about hospitality, guest satisfaction, and delivering personalized service.

We would like to meet and interview Telephone Operator candidates.