Telephone Operator

• Ensure brand standards, policies and procedures are adhered to at all times.
• Maintain complete knowledge of all hotel features/services, hours of operations, all hotel restaurant food concepts, menu price range, dress code and ambiance, all hotel room types, numbers/names, layout appointments, amenities and locations, all hotel room rates, special packages and promotions, daily house count and expected arrivals/departures scheduled daily group activities, names and locations of meeting/banquet rooms, room availability status for any given day.
• Maintain cleanliness throughout the areas.
• Organize and implement all special needs, personal preferences and amenity distribution in accordance to the department’s standards and procedures.
• Answer and direct all external incoming telephone calls following the standard telephone etiquettes.
• Takes In Room Dining orders from the guests over the telephone. Enters order into MICROS system.
• Communicates special instructions to the kitchen and expediters.
• Handles guests’ complaints and takes action to resolve problems.
• Accepts and relays guests messages, either manually, written or through voice mail system.
• Maintain and update Opera telephone Directory.
• Prepare any admin related tasks delegated by the line manager.
• Takes request for wake up calls and follows through to ensure guests receive their wake up call at the requested time.
• Greets guests with a cheerful and pleasant voice during the conversation.
• Responds to emergency situations calmly, effectively, according to hotel guidelines.
• Actively participate in sending and distributing all incoming and outgoing faxes and messages.
• Understand and know all SOPs for fire evacuation, your role and what is required in Emergency situation.
• Successful completion of the training / certification process.
• Develop and maintain positive and productive working relationships with other employees and departments. Support all co-workers and treat them with dignity and respect.
• Follow, comply and ensure that all guests are checked-in and out from the DTCM e-service portal and CID systems.
• Follow, comply and ensure that all service requests and incidents either requested by a guest and/or associates are logged into FCS/e-connect software in a timely manner.
• Perform any other works as and when assigned by the supervisor and/or management.

Desired Skill & Expertise:

• At least 1+ years experience working at the reception or as a telephone operator in a 4* property with 250+ inventory.
• 1 year experience Front Office computer literacy
• Excellent communications skills with Proficiency in speaking and writing English.
• Team player with excellent planning, organizing skills and excellent problem-solving skills.
• Able to work flexible working hours with rotating shifts.
• Pleasant personality and good grooming.