Telephone Operator

The Telephone Operator is responsible for managing all incoming and outgoing calls, ensuring efficient communication within the hotel and delivering excellent customer service to guests. The role involves handling calls professionally, providing accurate information, transferring calls, logging messages, and supporting emergency communication protocols.

Handling calls

• Answer all incoming calls promptly, courteously, and professionally.
• Transfer calls to appropriate departments or extensions.
• Handle outgoing calls for guests and staff as per hotel procedures.
• Provide clear and accurate information about hotel services, facilities, and general inquiries.

Guest Communication & Support

• Record and deliver guest messages, wake-up calls, and special communication requests.
• Assist guests with telephone-related concerns, including international call support.
• Maintain confidentiality of all guest information and room numbers.

Emergency & Security Communication

• Follow emergency communication procedures (fire alarms, medical emergencies, evacuations).
• Relay important information to the appropriate teams during incidents.
• Monitor and report any suspicious calls, behavior, or security risks.

Coordination With Departments

• Communicate guest requests promptly to Housekeeping, Maintenance, Front Office, or other departments.
• Update departments with internal communication and operational messages.
• Assist in coordinating guest services such as transportation, wake-up calls, and room service when required.

Administrative & System Duties

• Operate the telephone switchboard and communication systems effectively.
• Update internal telephone lists, extensions, and departmental contact information.
• Maintain records of wake-up calls, message logs, and communication reports.
• Report telephone system issues to IT or Engineering for troubleshooting.

• Certificate or Diploma in Hospitality, Communication, or related field.
• 1-3 years' experience in guest service or customer service roles (hotel experience preferred).
• Excellent verbal communication and listening skills.
• Fluency in English; additional languages are an added advantage.
• Professional telephone etiquette and pleasant voice tone.
• Ability to work under pressure and handle multiple tasks.
• Familiarity with PBX/telephone systems is an added advantage.
• Ability to work shifts, including nights, weekends, and holidays