Guest Service Associate

4 days ago

Chennai Tamil Nadu, India IHCL Full time

Job Responsibilities

The Telephone Operator is responsible for efficiently managing all incoming and outgoing calls within the hotel, providing excellent customer service, and supporting hotel guests and staff through clear communication. The role involves handling phone inquiries, directing calls to appropriate departments, and ensuring smooth and effective communication for hotel operations.
- **Handling Inbound and Outbound Calls**:

- Answer incoming phone calls promptly and professionally.
- Assist guests with telephone inquiries, providing relevant information.
- Direct calls to appropriate hotel departments, including front desk, reservations, housekeeping, etc.
- Make outgoing calls as requested by guests or hotel staff.
- **Guest Assistance**:

- Respond to guest requests and questions via telephone, providing information on services, room amenities, dining options, etc.
- Facilitate any special requests made by guests (e.g., wake-up calls, room service orders).
- Maintain a polite and professional tone with guests at all times.
- **Message Handling**:

- Record and relay messages for guests or hotel staff.
- Ensure accurate and timely communication of messages between departments and guests.
- **Communication Coordination**:

- Maintain and update hotel directory and staff contact lists.Inform Front Office Manager of any significant phone-related issues or emergencies.
**Operational Support**:

- Monitor and update the hotel’s communication system, ensuring all equipment is in working order.
- Support the Front Office team with administrative tasks as needed (e.g., preparing reports, updating guest information).
- Assist with coordination during check-in and check-out procedures if required.

Job Requirements

The Telephone Operator is responsible for efficiently managing all incoming and outgoing calls within the hotel, providing excellent customer service, and supporting hotel guests and staff through clear communication. The role involves handling phone inquiries, directing calls to appropriate departments, and ensuring smooth and effective communication for hotel operations.
- **Handling Inbound and Outbound Calls**:

- Answer incoming phone calls promptly and professionally.
- Assist guests with telephone inquiries, providing relevant information.
- Direct calls to appropriate hotel departments, including front desk, reservations, housekeeping, etc.
- Make outgoing calls as requested by guests or hotel staff.
- **Guest Assistance**:

- Respond to guest requests and questions via telephone, providing information on services, room amenities, dining options, etc.
- Facilitate any special requests made by guests (e.g., wake-up calls, room service orders).
- Maintain a polite and professional tone with guests at all times.
- **Message Handling**:

- Record and relay messages for guests or hotel staff.
- Ensure accurate and timely communication of messages between departments and guests.
- **Communication Coordination**:

- Maintain and update hotel directory and staff contact lists.Inform Front Office Manager of any significant phone-related issues or emergencies.
- **Operational Support**:

- Monitor and update the hotel’s communication system, ensuring all equipment is in working order.
- Support the Front Office team with administrative tasks as needed (e.g., preparing reports, updating guest information).
- Assist with coordination during check-in and check-out procedures if required.

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