Telephone Operator

About the role

The Telephone Operator is the first point of contact for guests and management, handling messages, enquiries and emergencies with a thorough knowledge of hotel facilities and local attractions. This role supports the overall guest experience by delivering prompt, courteous and accurate telephone service.

Key responsibilities

• Accept, deliver and respond to guest and management messages, enquiries and emergencies.
• Provide accurate wake‑up calls at the scheduled time.
• Promote hotel facilities and services using up‑selling techniques when appropriate.
• Handle emergency calls immediately and relay comprehensive 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 stay updated on hotel services and local attractions.
• 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 environment is advantageous.

Required skills