Telephone Operator Full Time

Job Description

MAIN DUTIES AND RESPONSIBILITIES:

1 Receive each guest call in a professional and friendly manner.

2 Maintain effective communication with all related department to ensure smooth service delivery.

3 Handle every query in a polite and courteous manner and exceed guest expectations.

4 Ensure guests are greeted by name upon calling as per Rixos Standards.

5 Maintain an up to date knowledge of the hotel and local services.

6 Maintain an awareness of guest profile through the fidelio guest profile system.

7 Complete management’s long distance call vouchers and record them on the traffic sheet.

8 Maintain the guest wake up call sheet and deliver calls accordingly on time and to the established standard.

9 Ensure the proper operation of the switchboard, resulting in fast and efficient transferring of internal and external calls

10 Take messages for guests and management as per the required standard

11 Ensure all external and internal calls are answered as laid out in the procedure and ensure efficient connection with the correct person.

12 Be aware at all times of the whereabouts of the managers and where to contact them.

13 Monitor the logs of long distance calls, faxes and messages.

14 Co-ordinate communication within the hotel in the event of an emergency.

15 Be fully aware of the Rixelence for the day

16 Proper grooming at all times

17 Attend training classes as per schedule

18 Show fullest cooperation and respect within the team and other departments

19 Is aware of the daily activities and has product knowledge of all the hotel facilities

Qualifications

• High School Diploma or Equivalent:
  • A high school diploma or its equivalent is usually the minimum educational requirement.
• Post-Secondary Education:
  • While not always mandatory, having some post-secondary education in a relevant field such as hospitality management, communications, or information technology can be advantageous.
• Hospitality Management Courses:
  • Taking courses in hospitality management can provide a solid understanding of the hotel industry, customer service, and communication skills.
• Communication Skills:
  • Strong communication skills are essential for a Telecommunications Agent. This includes verbal communication as well as written communication for handling emails, messages, and other forms of communication.
• Customer Service Training:
  • Training or courses in customer service can be beneficial, as Telecommunications Agents often interact with guests and must provide excellent service.
• Computer Skills:
  • Proficiency in using hotel management software, reservation systems, and other relevant computer applications is often required.
• Telephone Etiquette:
  • Knowledge of proper telephone etiquette and the ability to handle a high volume of calls efficiently and professionally.
• Problem-Solving Skills:
  • The ability to quickly and effectively address guest concerns or technical issues related to telecommunications.
• Multilingual Skills:
  • Depending on the hotel’s location and clientele, being multilingual can be a significant asset in communicating with a diverse range of guests.
• Technical Knowledge:
  • Basic technical knowledge related to telecommunications equipment and systems used in the hotel.