Job Overview:
A Switchboard Telephonist accepts, delivers and responds to Guest and management messages, enquiries and emergencies and uses their knowledge of the hotel facilities, services, and the local vicinity to quickly respond to the customer.
What you’ll do:
As a Switchboard Telephonist, you will accept, deliver and respond to Guest and management messages, enquiries and emergencies using their knowledge of the hotel facilities, services, and the local vicinity to quickly respond to the customer. A Switchboard Telephonist contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
- Attend appropriate training courses, when required
- Comply with hotel security, fire regulations and all health and safety legislation
- Demonstrate knowledge of all hotel facilities and service and use up-selling techniques to promote these offerings when the appropriate
- Handle emergency calls immediately and relay comprehensive and accurate information, as required
- Follow company brand standards
- Assist other departments, as necessary
- Accept and deliver all messages correctly and promptly for both Guests and management
- Demonstrate a high level of customer service at all times
- Achieve positive outcomes from Guest queries in a timely and efficient manner
- Ensure all wake up calls take place at the correct time
- Demonstrate a knowledge of all hotel services, local attractions and landmarks in the hotel vicinity
What you’ll have:
- Commitment to delivering a high level of customer service
- Previous experience in a customer-focused industry
- Ability to work on your own and as part of a team
- Positive attitude and good communication skills, especially on the telephone
- Competent level of IT proficiency