Job Description

Job Description

  • Answer incoming calls promptly and courteously.
  • Direct calls to the appropriate guest rooms, hotel departments, or external parties.
  • Place outgoing calls as requested by guests or staff.
  • Take and relay messages accurately.
  • Provide information about hotel services, facilities, and local attractions.
  • Handle guest requests for wake-up calls.
  • Assist guests with placing long-distance or international calls.
  • Respond to guest inquiries and resolve any telephone-related issues.
  • Operate the hotel's telephone switchboard or PBX system.
  • Monitor and maintain the telephone system.
  • Handle emergency calls and follow established procedures.
  • Maintain accurate records of calls, messages, and wake-up call requests.
  • Log any telephone system malfunctions or issues.
  • Maintain a professional and courteous demeanor at all times.
  • Provide excellent customer service to all callers.
  • Handle guest complaints or concerns in a calm and efficient manner.

Qualifications

  • Bachelor's degree in hospitality or equivalent

  • Previous experience in a similar role is preferred

  • Excellent verbal communication skills.

  • Strong listening and interpersonal skills.
  • Ability to remain calm and professional under pressure.
  • Proficiency in using telephone systems and switchboards.
  • Basic computer skills.
  • Ability to multitask and prioritize tasks.
  • Strong attention to detail.
  • Fluency in English 
  • Ability to work independently and as part of a team


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