Telephone Operator

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Job Description - Telephone Operator

You Day to Day:

  • Promptly and courteously answering incoming calls, adhering to our hotel's communication standards.
  • Welcoming callers warmly and professionally, introducing yourself and representing our hotel with pride.
  • Providing guests with comprehensive information about our facilities, services, and amenities.
  • Assisting guests in making reservations, placing room service orders, scheduling wake-up calls, and addressing inquiries.
  • Transferring calls accurately and promptly to the appropriate departments or extensions.
  • Addressing guest concerns or issues related to telecommunications services efficiently and escalating when necessary.
  • Monitoring and responding promptly to voicemail messages.
  • Operating our telecommunications systems proficiently, ensuring accurate call logging and maintaining system integrity.
  • Facilitating internal communication by relaying messages between team members and departments.
  • Collaborating closely with the front desk, concierge, and other departments to ensure seamless communication flow.
  • Upholding strict confidentiality standards regarding guest information and adhering to privacy policies.
  • Assisting in emergency situations by following established protocols for handling urgent calls.
  • Completing administrative tasks related to telecommunications operations, such as updating directories and overseeing equipment maintenance.
  • Providing additional support during peak periods or special events as required.

What we need from You:

  • Previous experience in a similar role within the hospitality industry preferred.
  • Exceptional communication skills, both verbal and written, with a courteous and professional demeanor.
  • A strong commitment to delivering outstanding customer service and maintaining composure under pressure.
  • Proficiency in operating telecommunications systems, including switchboards and voicemail systems.
  • Familiarity with our hotel's services, amenities, and local attractions is advantageous.
  • Strong multitasking abilities with excellent organizational skills, particularly in a fast-paced environment.
  • Attention to detail and accuracy in handling guest information and call logs.
  • Flexibility to work various shifts, including weekends and holidays, as required.
  • Knowledge of emergency procedures and protocols is beneficial.

At IHG, we've made a promise. As one of the world's leading hotel groups, we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey

Travel is a journey. We help make it a joy.

Starting with a warm, inviting welcome for all guests, whether traveling on business or for fun, enjoying a quick night, or relaxing for the week. At Holiday Inn®️ we thrive on making our guests stays brighter, helping them create memories that will last a lifetime. Irresistible smiles are our specialty. We should know, we've been on our journey since 1952. So if you can help us spread the joy of travel to all, we'd love to give you a warm welcome to the Holiday Inn®️ family.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job We'll never know unless you hit the 'Apply' button. Start your journey with us today.
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