About this role
- The Telephone Operator is responsible for answering all incoming calls originating from within and outside the hotel in a friendly and caring manner according to the Kempinski and LQA ( Leading Quality Assurance) standards.
- The job of Telephone Operator is executed satisfactorily when: LQA (Leading Quality Assurance) audit results are 85% and above.
- CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.
- Telephone system is always well maintained.
- Telephone lists are up to date.
- Answer all incoming calls, connect them to the appropriate extension in an efficient, friendly and caring manner according to the Kempinski standards.
- Write down messages accurately for our guests and deliver messages in a timely manner.
- Handle guests' requests for DND (Do Not Disturb) and confidential status.
- Handle personal wakeup call requests for guests according to the LQA (Leading Quality Assurance) standard and automatic wakeup call requests for group and crew guests.
- Answer all guest questions / requests in a friendly and caring manner, take appropriate actions or if needed, refer the matters to the relevant persons to handle.
- It may be providing information or assistance to make an outside call or handling a complaint, etc.
- In case of emergency, handles all communications for the hotel whilst serving as the communication center.
- Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial).
- Coordinate with front office reception all telephones charges to ensure they are billed and collected from guests.
- Monitor TV channels in addition to outlets' and public area's music to ensure smooth and proper functioning.
- In case of emergency, handle all communications for the hotel whilst serving as the communication center.
- Keep abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel product knowledge.
- Maintain the neatness of their working area at all time.
- Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.