Telecommunication Agent

• • 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.