Telephone Operator

Job Description/Specification:

A luxury hotel is seeking a professional and service-oriented Telephone Operator to manage incoming calls, respond to guest enquiries, coordinate messages, and support hotel communications. The role requires a friendly and caring telephone manner, accurate information handling, and the ability to respond efficiently to guest requests.

The Telephone Operator is responsible for connecting callers to the appropriate departments or extensions while maintaining the service standards associated with Kempinski Hotels and Leading Quality Assurance (LQA). The position also supports emergency communications, wake-up call services, telephone billing coordination, and the smooth functioning of the hotel's telephone system.

Success in this role is measured partly through guest satisfaction and quality audit results, as well as the reliability of telephone services and the accuracy of hotel contact information.

Key Responsibilities

The Telephone Operator plays an important role in maintaining communication between guests, hotel departments, and external callers. Key duties include:

• Answering incoming internal and external calls promptly and connecting callers to the appropriate extensions.

• Communicating with guests in a friendly, professional, and caring manner according to Kempinski standards.

• Recording guest messages accurately and ensuring they are delivered promptly to the intended recipients.

• Handling Do Not Disturb (DND) requests and maintaining guest confidentiality.

• Managing personal wake-up call requests and arranging automatic wake-up calls for groups and crew guests.

• Responding to guest questions, requests, and complaints, providing information or referring matters to the appropriate department when necessary.

• Acting as the hotel's communication centre during emergencies and coordinating communications as required.

• Maintaining complete records of Domestic Direct Dial (DDD) and International Direct Dial (IDD) calls.

• Coordinating with Front Office Reception to ensure telephone charges are billed correctly and collected from guests.

• Monitoring television channels and the music systems in hotel outlets and public areas to ensure they function properly.

• Keeping telephone directories and contact lists updated, including information about new employees and departing staff.

• Staying informed about emergency procedures, hotel promotions, and general hotel products and services.

• Maintaining a clean, organized, and professional working area.

Additional duties may be assigned according to hotel operations and business requirements.

Service Standards and Performance Expectations

The role has specific service quality expectations outlined in the job description. These include:

• LQA audit results: 85% or above.

• Customer Satisfaction Survey (CSS): An average rating of 5 or above.

• Telephone system: Maintained in proper working condition.

• Telephone lists: Kept accurate and up to date.

Meeting these expectations requires attention to detail, consistent service delivery, accurate recordkeeping, and effective communication with guests and hotel colleagues.

Skills Required for a Telephone Operator

Although the supplied description does not specify formal education or minimum work experience, the responsibilities indicate the importance of the following skills:

• Clear verbal communication and a courteous telephone manner.

• Strong listening skills and the ability to understand guest requests.

• Accuracy when recording messages, call details, and guest information.

• Discretion when handling confidential requests and guest information.

• Good organization and time management.

• The ability to remain calm and professional when handling complaints or emergencies.

• Familiarity with telephone systems and basic office technology.

• Effective coordination with Front Office and other hotel departments.

• A service-focused attitude and commitment to established quality standards.

Previous experience in hotel communications, guest services, reception, or a telephone operator position may be relevant, but a specific experience requirement is not stated in the supplied description.

About the Employer

The position follows the service standards of Kempinski, a luxury hospitality brand known for its hotel and guest-service operations. The role also references Leading Quality Assurance (LQA), reflecting the importance of consistent service quality and guest satisfaction.

Telephone Operators contribute to the overall guest experience by ensuring that enquiries are handled efficiently, messages reach the right people, and communication services remain dependable throughout hotel operations.

Who Should Consider This Opportunity?

This role may suit candidates who enjoy assisting people, communicating over the telephone, and working in a service-focused hotel environment. Individuals who are organized, discreet, attentive to detail, and comfortable coordinating with multiple departments may find the responsibilities a good match.

For candidates interested in developing a hospitality career, the Telephone Operator position offers exposure to guest relations, hotel communications, service quality procedures, and emergency coordination.