Telephone Operator

Job Description
Handling all incoming and outgoing telephone calls professionally, courteously, and in accordance with hotel standards.
Ensuring smooth and effective internal and external telephone communication.
Managing and accurately recording guest wake-up calls, ensuring timely and reliable service.
Assisting guests with international calls, directory inquiries, and general hotel information.
Addressing guests by name whenever possible to provide personalized and attentive service.
Handling guest requests promptly and efficiently, ensuring appropriate follow-up and coordination with relevant departments.
Reporting guest complaints and operational concerns to the relevant supervisor or department.
Maintaining guest privacy and confidentiality in all telephone communications.
Providing accurate information about hotel facilities, services, and local attractions when requested.
Following established emergency communication procedures and responding appropriately to critical situations.
Ensuring compliance with IHG brand standards, hotel policies, and established operational procedures.
Maintaining an organized and professional working environment.
Supporting Front Office operations and contributing to effective teamwork and guest satisfaction.