Telephone Operator

The TO usually are the first human voices that customers hear hence these agents must be able to speak clearly, distinctly, and with a friendly, courteous tone

POSITION PURPOSE

The TO usually are the first human voices that customers hear hence these agents must be able to speak clearly, distinctly, and with a friendly, courteous tone. They must use listening skills to put callers at ease and obtains accurate, complete information. They have to answer incoming calls and direct them to guest rooms through the telephone console or to hotel personnel or departments.

ESSENTIAL FUNCTIONS

· Answers incoming calls.

· Directs call to guest rooms, staff or departments through the switchboard or PABX system.

· Places outgoing calls.

· Receives guest messages and deliver the same to the guest.

· Logs all wake-up call requests and performs wake-up call services.

· Provides information about hotel services to guests.

· Understand the telephone operator board or PABX switchboard operations.

· Knows what action to take when an emergency call is required.

· Monitors automated systems including fire alarms and telephone equipment.

· Use and monitor the SGR to follow up on service complaints and problems.

· Trains or assists new telephone operators in performance of job duties.

· To be fully aware of and adhere of health and safety, fire and bomb threat procedures.

· Multitasking abilities will always come in handy, because a switchboard operator may be asked to do other jobs as well.

· Must be polite and courteous while answering the phone.

· Open and close telephone functionality on the hotel front office software.

· Keep records of calls placed and received by all departments and recording the call charges.

· Keep records of faxes received and sent.

· Following telephone etiquette.

QUALIFICATIONS STANDARDS

Education

· High school graduate or equivalent.

· Must speak, read, understand English and French.

· Write, and understand the primary language used in the workplace.

· Must be able to speak and understand the primary language used by the guests who visits the hotel.

Experience

· Previous hotel-related experience desired.

· Knowledge of centralized telephone systems.

· Skills in the operation of telephone equipment.

· Skills in dealing diplomatically with the public under stressful conditions.

· Knowledge of personal computers and methods of updating databases.