Telephone Operator

Telephone Operator

Hyatt | Hyderabad, TG, IN

Posted 25 days ago

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Description


Summary

PROVIDE PROMPT, CORRECT COMMUNICATIONS SUPPORT
. Provides courteous service to customers by operating the switchboard according to
standards
. Communicates clearly and courteously as per hotel standards.
. Demonstrates fluency in the use of equipment
. Transfers incoming calls promptly to the appropriate extension
. Assists customers make long distance calls by instructing them on the appropriate
procedures and/or placing calls for them
. Responds to customer questions regarding the hotel, in-house facilities and local
events
. Provides courteous, prompt and accurate inter-hotel communications to staff and
customers
. Takes and delivers accurate and complete messages
. Ensures customer is awakened as requested by accepting, recording and executing
wake-up calls
. Follows established hotel security and safety policies as required
. Prepares lists and reports as requested
. Checks the daily arrival list
KNOWLEDGE OF FRONT OFFICE TECHNOLOGY
. Is fully conversant with the hotel reservation system
. Is able to operate switchboard, key equipment, credit card machines and
printers, hotel alarm systems, and other Front Office equipment
SECURITY, HEALTH AND SAFETY
. Ensures that guest details are not disclosed
. Maintains high confidentiality in regards to guest privacy
. Reports any suspicious behaviour of guests and staff to the AFOM, and Security
. Notifies Security and Housekeeping Manager regarding lost and found objects
. Ensures that all potential and real hazards are reported appropriately immediately
. Fully understands the hotel's fire, emergency, and bomb procedures
. Follows emergency procedures to provide for the security and safety of guests and
employees
. Works in a safe manner that does not harm or injure self or others
. Supports a safe hotel by applying hotel regulations, and adhering to existing laws
and regulations
. Anticipates possible and probable hazards and conditions and notifies AFOM.
. Maintains the highest standards of personal hygiene, dress, uniform, appearance,
body language and conduct
MISCELLANEOUS
. Stays current with developments in the hotel by reviewing the communication log
book each shift updates log book for next shift
. Keeps logbook for the telephone function, and updates log book for next shift
. Is aware of current room availability
. Is fully aware of current hotel promotions
. Knows the names of key people within hotel.
. Communicates effectively with customers, colleagues, and supervisors
. Demonstrates teamwork by co-operating and assisting Front Office as needed
. Uses the ABC approach to respond to negative comments and complaints and
transfers complaints to the appropriate manager
. Accepts flexible work schedule necessary for uninterrupted service to hotel guests
. Maintains own working area, and materials clean, tidy and in good shape reports
defective materials and equipment to the AFOM.
. Continuously seeks to endeavour professionalism in own job function
. Knows:
- Hotel fire, bomb and emergency procedures
- Hotel health and safety policies and procedures
- Hotel facilities and nearby sights of interest and importance (i.e. hospitals,
stations, tourist sights)
- Hotel and corporate marketing and promotional programs
- Corporate clients and clients generating high business volume
Qualifications

Ideally with a relevant degree or diploma in Hospitality or Tourism management. Minimum 1 year work experience in hotel operations. Good customer service, communications and interpersonal skills are a must.

Summary PROVIDE PROMPT, CORRECT COMMUNICATIONS SUPPORT . Provides courteous service to customers by operating the switchboard according to standards . Communicates clearly and courteously as per hotel standards. . Demonstrates fluency in the use of

Experience: 1.00-4.00 Years