Telephones Manager

About the role

The Telephones Manager ensures that guest calls, messages, enquiries and emergencies are handled promptly and accurately. This position is the first point of contact for guests and plays a key role in creating a positive first impression of the hotel.

Key responsibilities

• Manage daily calls and guest message operations.
• Provide timely and efficient responses to guest queries.
• Accept and deliver messages for guests and management promptly.
• Coordinate wake‑up calls to ensure they occur at the correct time.
• Promote hotel facilities and services using up‑selling techniques when appropriate.
• Handle emergency calls immediately and relay accurate information.
• Maintain high standards of customer service at all times.
• Comply with hotel security, fire regulations and health‑and‑safety legislation.
• Attend required training courses.
• Assist other departments as needed.

Required profile

• Positive attitude and strong telephone communication skills.
• Commitment to delivering high‑level customer service.
• Ability to work independently and as part of a team.
• Competent level of IT proficiency.
• Previous experience in a customer‑focused industry is advantageous.

Required skills