Telephone Operator

Job Description

• Answer all incoming telephone calls promptly, professionally, and courteously in accordance with hotel standards.

• Direct and transfer calls to the appropriate departments or colleagues efficiently.

• Handle guest inquiries, requests, and complaints, ensuring timely assistance and follow-up.

• Provide accurate information about hotel facilities, services, outlets, and operating hours.

• Manage wake-up call requests and ensure timely delivery.

• Record and relay guest messages accurately while maintaining confidentiality.

• Coordinate with Front Office, Housekeeping, Engineering, and other departments to fulfill guest requests.

• Handle emergency calls and follow established hotel safety and emergency procedures.

• Maintain accurate records of calls, guest requests, and important communications.

• Ensure telephone equipment and communication systems are functioning properly and report any technical issues.

• Promote hotel facilities and services whenever appropriate.

• Maintain excellent guest service standards and a positive, professional attitude at all times.

Qualifications

• High school diploma or equivalent; hospitality qualification is an advantage.

• Minimum 1 year of experience in a similar role, preferably in a 4- or 5-star hotel.

• Excellent verbal communication and telephone etiquette.

• Good command of English; additional languages are an advantage.

• Familiarity with hotel telephone systems and Opera PMS is preferred.

• Strong customer service, multitasking, and problem-solving skills.

• Ability to work flexible shifts, including weekends and public holidays.

• Professional, well-organized, and able to remain calm under pressure.

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.