Hotel Telephone operator

3 days ago

Chennai, Tamil Nadu, India GRT Hotels & Resorts Full time ₹ 3,00,000 - ₹ 6,00,000 per year

JOB TITLE: HOTEL TELEPHONE OPERATOR

REPORTS TO: Front Office Manager

PREREQUISITES:

Education: High school graduate or equivalent. Must speak, read. Write, and understand the English language.

Experience: Previous hotel-related experience desired. A year of experience adds value. Skills in the operation of telephone equipment. Knowledge of personal computers and methods of updating databases.

Responsibilities:

  1. Answering and Directing Calls:
    • Respond to both internal and external calls promptly and courteously.
    • Transfer calls to the appropriate guest room, department, or staff member.

  2. Handling Guest Requests:
    • Assist guests with inquiries, including providing information about the hotel, room services, and local attractions.
    • Coordinate guest requests such as wake-up calls, room service, or maintenance issues.

  3. Wake-up Calls:
    • Schedule and ensure timely delivery of wake-up calls as requested by guests.

  4. Emergency Handling:
    • Respond quickly to emergency calls and escalate urgent situations such as fire alarms, medical issues, or security concerns.
    • Follow the hotels emergency protocols and ensure guest safety during incidents.

  5. Managing Voicemail Systems:
    • Set up voicemail for guests and staff, ensuring they can leave or receive messages.
    • Retrieve and relay messages for guests and internal staff when necessary.

  6. Guest Information and Communication:
    • Provide essential information about hotel facilities, room details, and service offerings.
    • Relay important messages between guests and hotel management.

  7. Coordination with Other Departments:
    • Serve as a liaison between different departments like housekeeping, room service, and maintenance to handle guest requests efficiently.

  8. Managing Complaints:
    • Handle guest complaints tactfully and redirect them to the appropriate manager or department to resolve the issue.

  9. Record Keeping:
    • Maintain logs of all calls, requests, and incidents for record-keeping and future reference.

  10. Multitasking and Prioritization:
    • Handle multiple incoming calls, prioritize tasks, and maintain a calm demeanor during busy periods.

  11. Language and Communication Skills:
    • Communicate clearly and professionally, often in multiple languages if the hotel caters to international guests.

  12. Administrative Support:
    • Provide clerical assistance when necessary, such as data entry, filing, or assisting.

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