Telephone Operator

JOB OVERVIEW

Answer incoming phone calls primarily from external callers in a timely and professional manner that reflects highly on the hotel and brand.

At Holiday Inn®we want our guests to relax and be themselves which means we need team members to:

• Be you – by being natural, professional and personable in the way you are with people
• Get ready – by taking notice and using your knowledge so that you are prepared for anything
• Show you care – by being thoughtful in the way you welcome and connect with guests
• Take action – by showing initiative, taking ownership and going the extra mile

DUTIES AND RESPONSIBILITIES

FINANCIAL RETURNS:

• Bill call costs

PEOPLE:

• Pages staff member when requested

GUEST EXPERIENCE:

• Process all incoming and outgoing calls accurately and courteously
• Records and controls accurately wake up calls
• Pages guests in co-operation with concerned departments
• Assists guests with international calls and directory queries
• Calls guests by name whenever possible
• Abides by principles of guest privacy
• Handles guests needs or requests and reports complaints to the Telephone Supervisor
• Aware of local telephone listings and frequently dialed numbers
• Attends to all guest queries and requests promptly
• Handles In-Room Dining service order-taking and route it to kitchen for preparation

RESPONSIBLE BUSINESS:

• Records all entries on traffic sheets
• Report on logbook daily
• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
• Advises defects on switchboard equipment to Supervisor
• Maintains a clean work environment
• Maintains detailed knowledge of the Hotel’s fire, life and safety system
• Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
• Maintain Hotel Information
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