Telephone Operator – Guest Services

About the role

The Telephone Operator is the first point of contact for guests and management, handling calls, messages and emergencies while promoting the hotel’s facilities and services. This role contributes directly to the guest’s first impression and overall satisfaction.

Key responsibilities

• Accept, deliver and respond to guest and management messages, enquiries and emergencies promptly.
• Provide accurate wake‑up calls at the scheduled times.
• Demonstrate thorough knowledge of hotel facilities, services and local attractions, using up‑selling techniques when appropriate.
• Handle emergency calls immediately and relay comprehensive, 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 and support other departments as needed.

Required profile

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

Required skills

• Basic computer operation