Daily Task list for Telephone Operator - Morning Shift

Date:________                                        Employee Code / Name:___________________

Time	Task	Completed
07:00 – 07:30	Attend Front Office Morning Briefing and Handover from Overnight Team
	Prepare task list of Front Office working
07:30 – 12:30	Test that the switchboard is working correctly
	Ensure the PBX system is in working order and cross check if telephone charges are getting captured on to the PMS
	Check Wakeup call log book and update any pending calls on to the PMS / Telephone console.
	Progress with all pending morning calls
	Pick-up all incoming call within three rings and using standard telephone greetings.
	Check all Stationary inventory like fax paper, wakeup call log book etc.
	Monitor incoming Fax and disseminate accordingly
	Constantly liaise with Concierge and Reception
	Attend all incoming and outgoing calls promptly with a smile.
	During peak hours, assist Front office team if needed.
	Update Guest profile as reference from each enquiry calls
	Forward calls to all front desk departments and also to other departments in hotel.
	Coordinate between Housekeeping supervisor and Room Attendant.
	Check Email and forward to respective departments.
	Ensure all guest messages and also internal messages are efficiently Handled
	Update the Operator log book for all Fax, Messages, DND request and also any  employee calls which need to be billed to respective accounts.
12:30 – 13:30	Prepare Handover to Afternoon Team
	Attend Front Office Afternoon briefing
13:30 – 17:30	Monitor incoming Fax and disseminate accordingly
	Round Time (to be sent to NA)
	Handle all incoming and outgoing calls professionally
	Assist arrival guest on the direction to the hotel
	Update directory information in the PMS
	Divert calls according to the respective department; Sales, Reservation, Event etc. And take message in case their is no response from those departments.
	Update the allowance log book
	Scan the allowance forms & supporting doc of the day and forward to the Night  Manager desk.
	Compile today’s Morning Call record and file.

Signature:______________                                                                             Verified By: ________________