Telephone Operator

Job Description

Use and maintain Telephone Operator System, phone sets and equipments
Answering incoming calls as per standards
Operates cord or cordless switchboard to relay incoming, outgoing, and interoffice calls
Make connections and relay calls
Assist guests in establishing local or long-distance telephone connections
Supply information to callers and record messages
Keep record of calls placed and charges incurred and report to F.O. and Acc Dep't
Perform clerical duties, such as typing, proofreading, and sorting mail
Use the Facsimile, printers and Photocopy Machine
Greet caller and announces name of the Hotel as per standards
Notify maintenance department of switchboard operational difficulties
Maintain record of incoming, outgoing long-distance and tie line calls
Keep record of employees' personal calls and forwards record to Acc. department
Transfer, put on hold calls and/or taking messages as necessary using standards
Offer and make call back when lines are engaged
Carry out information, Emergency and courtesy calls when required by Management
Route emergency calls appropriately
Record, relay and route written and verbal messages and reword it for clarity
Receive and route Emails, Messages and faxes to addressed Dep't or Guest
Monitor alarm systems in order to ensure that secure conditions are maintained
Contact security staff members when necessary
Observe signal light on switchboard, plugs cords into trunk-jack and connectivity
Show courtesy and friendly with guests and colleagues
Communicate with other dep't to solve guest problems
Perform standard techniques in Telephone manners
Full knowledge about all rooms' types, views, amenities, facilities, furniture and rates
Full knowledge about hotel services, events and special offers
Aware of city main events, attractions, shopping malls, conventions and directions
May use Effective Sales Techniques when requested
Relocate Guests to other hotels in Sold-Out Situations
Help Guest with Special Requests
Respond to Questions About Facilities and Events
Follow Guest Privacy and Security Measures
Process Wake-UP Calls via Tel. Operator
Help Guests to make Reservation in or outside the hotel
Keep the Tel. Operator area Clean and Orderly prepared
Read and use the Notice Board and log book for important events occurred
Print all requested night reports to be presented to FOM
Inventory and Requisition Tel. Operator Supplies
Maintain his personal grooming and impeccable appearance
Respond to Situations Requiring First Aid by calling hotel Doctor
Respond to Emergency Alarms promptly as per policy
Be aware of fire fighting & evacuation procedures
Full knowledge and adherence to Accor & hotel policy & procedures

Skills

Good communication skills
Good Experience in a similar position