Telephone Operator (Hotel)

Description

They are seeking a professional and service-oriented Telephone Operator to manage reservation matters, guest communications, and telephony operations. The role requires excellent communication skills, attention to detail, and a commitment to delivering seamless guest experiences. EA License Number: 22C1267 EA Personnel: R22110252

Responsibilities and Duties

- Handle all reservation-related matters, including individual and group bookings, ensuring accurate input of rate codes, room types, guest details, flight information, guarantees, and cancellations. - Serve as the central contact point for guests, managing all incoming and outgoing calls, emails, and messages with professionalism, and transferring them accurately to relevant departments. - Coordinate with Central Reservations, Sales, Revenue, and Front Office teams to ensure smooth handling of room blocks, rate loading, guest requests, and billing instructions. - Provide prompt and courteous assistance to guest inquiries regarding hotel services, availability, local attractions, transport, restaurants, and special requests. - Manage rooming lists, pre-arrival arrangements, and communicate updates to all relevant teams in a timely manner. - Monitor and follow up on group reservations, highlighting pending rooming lists, cut-off dates, cancellations, or changes affecting inventory and contracted room nights. - Track amendments such as extensions, early departures, or date changes, ensuring accurate system updates. - Ensure consistent communication of hotel promotions, packages, and operational updates across departments. - Support administrative tasks including invoice inquiries, lost-and-found coordination, and guest follow-ups. - Maintain system proficiency in Opera Cloud, StayPlease, and telephony systems for accurate daily operations. - Assist with training and onboarding of new hires, maintaining service standards via a buddy system. - Uphold guest privacy, safety, and adhere to all emergency and workplace safety procedures. - Represent the hotel professionally with excellent grooming and conduct. - Perform additional duties as assigned by management.

Qualifications and Requirements

- At least 1 year of relevant work experience as a telephone operator, call centre agent, or similar role preferred. - Ability to perform 12-hour rotating shifts on a 4-4-day work week, including overnight, weekends, and public holidays. Option to work from home may be provided. - Strong communication and interpersonal skills with customer service focus. - Basic computer skills, including proficiency in Microsoft Office. - Familiarity with Opera Cloud and StayPlease systems is an advantage.