JOB DESCRIPTION - HOTEL TELEPHONE OPERATOR

JOB TITLE: HOTEL TELEPHONE OPERATOR

REPORTS TO: Front Office Manager

POSITION SUMMARY:

Speaks clearly, distinctly, and with a friendly, courteous tone. Uses listening skills to put callers at ease and obtains accurate, complete information. Answers incoming calls and directs them to guest rooms through the telephone console or to hotel personnel or departments.

Takes and distributes messages for guests, provides information on guest services, and answers inquires about public hotel events.

Telephone Operator Duties and Responsibilities:

• Answers incoming calls.
• Directs call to guest rooms, staff, or departments through the switchboard or PBX system.
• Places outgoing calls.
• Receives guest messages and deliver the same to the guest.
• Logs all wake-up call requests and performs wake-up call services.
• Provides information about hotel services to guests.
• Understand the telephone operator board or PBX switchboard operations.
• Provides paging services for hotel guests and employees.
• Knows what action to take when an emergency call is required.
• Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed.
• Assists in reporting telephone equipment or service complaints and problems.
• Following telephone etiquette (! Must read).
• Trains or assists wit training new telephone operators in performance of job duties.
• To be fully aware of and adhere of health and safety, fire and bomb threat procedures.
• Multitasking abilities will always come in handy, because a switchboard operator may be asked to do other jobs as well.
• Must be polite and courteous while answering the phone.
• Open and close telephone functionality on the hotel front office software.
• Keep records of calls placed and received by all departments and recording the call charges.
• Setup conference calls in different locations and time zones.
• Update directory information on the front office software.
• Provide relay service for hearing-impaired guests.
• Provides a paging service for hotel guests and employees. Process guest wake-up calls.

PREREQUISITES:

Education: High school graduate or equivalent. Must speak, read. Write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visits the hotel.

Experience: Previous hotel-related experience desired. Knowledge of centralized telephone systems. Skills in the operation of telephone equipment. Skills in dealing diplomatically with the public under stressful conditions. Knowledge of personal computers and methods of updating databases.