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 inquire 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 the engineering and maintenance department is closed.
- Assists in reporting telephone equipment or service complaints and problems.
- Following telephone etiquette.
- Trains or assists with training new telephone operators in the performance of job duties.
- Multitasking abilities will always come in handy, because a switchboard operator may be asked to do other jobs as well.
- Keep records of calls placed and received by all departments and recording the call charges.
- Setup conference calls in different locations and time zones.
- Provide relay service for hearing-impaired guests.
- Provides a paging service for hotel guests and employees. Process guest wake-up calls.
- 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 visit the hotel.
- 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.