Telephone Operator📣 Job Ad

About the Role

Le Méridien Hotels & Resorts in Medina is seeking a Telephone Operator to manage all guest communications and requests. This full-time position is crucial for ensuring a high level of service and guest satisfaction. The role is suitable for individuals with 0-1 years of experience who are dedicated to providing excellent hospitality.

Core Responsibilities

The Telephone Operator serves as a primary point of contact for guests, handling diverse inquiries and operational tasks to facilitate a seamless guest experience. This involves operating the hotel's communication systems and coordinating with various departments to address guest needs promptly and efficiently.

Guest Communication and Service

• Answer, record, log, and process all guest calls, requests, questions, or concerns.
• Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
• Advise guests of any messages received and activate/deactivate guest room message lights as appropriate.
• Instruct guests on how to access the internet; transfer guests with problems to the provider's customer support line.
• Respond to special requests from guests with unique needs.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.

Operational Duties

• Operate the telephone switchboard station.
• Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
• Receive, record, and relay messages accurately, completely, and legibly.
• Test communications equipment to ensure it works properly.
• Contact appropriate individuals or departments as necessary to resolve guest calls, requests, or problems.
• Dispatch bell staff or valet staff as needed.

Professional Standards and Conduct

• Adhere to all company policies and procedures; report accidents, injuries, and unsafe work conditions to management.
• Maintain a clean and professional uniform and personal appearance; ensure confidentiality of proprietary information and protect company assets.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Communicate with others using clear and professional language; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with colleagues; support the team to reach common goals.
• Comply with quality assurance expectations and standards.
• Perform other reasonable job duties as requested by Supervisors.

Physical Requirements

• Ability to stand, sit, or walk for extended periods.
• Proficiency in entering and locating information using computers and/or POS systems.
• Capability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.