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- Manage and operate the hotel's telephone switchboard efficiently.
- Answer all incoming calls promptly and professionally, following established protocols and standards.
- Direct calls to the appropriate department or individual.
- Guest Services:
- Provide a warm and welcoming experience to guests during phone interactions.
- Assist guests with inquiries, requests, and information related to the hotel's facilities and services.
- Handle wake-up calls, room service orders, and other guest requests through the phone.
- Communication Coordination:
- Coordinate with other hotel departments to ensure effective communication and guest satisfaction.
- Relay messages accurately and promptly between guests and hotel staff.
- Technology Management:
- Operate and maintain telecommunication equipment and systems.
- Troubleshoot basic technical issues and escalate problems to the Telecommunications Manager when necessary.
- Emergency Response:
- Act as a communication hub during emergencies, ensuring effective and timely dissemination of information.
- Follow established emergency procedures and assist in coordinating response efforts.
- Quality Assurance:
- Uphold high standards of professionalism, courtesy, and efficiency in all communications.
- Monitor and maintain the quality of phone services to meet or exceed guest expectations.
- Record Keeping:
- Keep detailed and accurate records of guest interactions and requests.
- Generate reports as required by the Telecommunications Manager or other hotel management.
Qualifications
High school diploma or equivalent.
- Previous experience in a telecommunications or customer service role is preferred.
- Excellent communication and interpersonal skills.
- Proficiency in using telephone systems and basic computer applications.
- Ability to remain calm and focused during high-pressure situations.
- Strong problem-solving skills and attention to detail.