Telephone Operator, Penarth

SCOPE

Reporting to the Front Office Manager, the incumbent in this position 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 standards.

RESPONSIBILITIES

• 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 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.
• Additional responsibilities and tasks as assigned.

REQUIREMENTS

• Minimum O levels or Diploma in Hospitality Management.
• Excellent communication skills.
• Minimum 1 year experience in hotel service line.
• Ability to maintain highest standards of professionalism, ethics, grooming and attitude.
• Willingness to work on rotating shifts, weekends and public holiday.