Hotel telephone operator’s heavy task—handling incoming and outgoing calls—becomes much easier after smartphones came to be popular. A smartphone is definitely like a private PBX for a guest, automatically it can: receiving/making calls, recording calls, messaging (even better, live video chats), setting no disturb, charging fees, etc., almost anything a hotel telephone operator can do. Like mobile related tech can practically replace front desk, those techs can roughly replace hotel telephone department as well: If a phone system cannot wake you up to answer it, it’s able to send a housekeeper or even a robot to knock your door to make you confirm too. The telephone department in some hotels does shrink or disappear by being merged into Front Desk, Reservation or into Housekeeping Call Center, which particularly used to support housekeeping operation only.
Telephone Operator (PBX Operator)
As a Telephone Operator, you should not only be able to handle telephone calls related tasks properly, but also be able to deal with crises including life-threatening emergencies.
Responsibilities include, but are not limited to:
Operate switchboard, intercom and two-way radio to relay incoming, outgoing and interoffice calls and messages: Furnish information/phone numbers to callers as requested or makes sufficient inquiries necessary to refer the caller to the appropriate resort personnel, sales or marketing or outside vendor. Assist guests with voice mail. Dispatch maintenance and housekeeping staff to guest rooms as needed. (60% time)
Maintain positive customer and associate relationships: Respond appropriately to guest inquiries and concerns to ensure total guest satisfaction. Handle guest issues to resolution in effort to improve the guest experience and escalate any outstanding guest inquiry or concern to management that may require additional monitoring or follow-up. Make appropriate service recovery recommendations. Promote team work and quality service through daily communications and coordination with other departments. (15% time)
Ensure compliance with: Internal Audit, Quality Assurance, Loss Prevention, Resort Operating Procedures, Guest Service Department Operating Procedure, and Standard Operating Procedures. (10% time)
Performs other duties as needed (15% time)
Specifically, you would be responsible for performing the following tasks to the highest standards:
- Operate telephone switchboard station; test communications equipment to ensure it works properly.
- Answer, record, log, and process all guest calls, requests, questions, or concerns in a timely, friendly and efficient manner.
- Provide information and demonstrate knowledge of all hotel facilities and services.
- 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 guest of any messages received.
- Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
- Respond to emergencies and document and relay comprehensive, accurate information to proper parties in emergency situations.
- Accept and deliver all messages promptly and accurately, utilizing proper grammar and spelling.
- Receive, record, and relay messages accurately, completely, and legibly.
- Activate/deactivate guest room message lights as appropriate.
- Respond to special requests from guests with unique needs.
- Contact appropriate individual or department as necessary to resolve guest call, request, or problem.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction. Dispatch bell staff or valet staff as needed.
- Operate office equipment including, but not limited to, computers, PBX system, fax machine, e-mail, etc.
As a Telephone Supervisor you are responsible to run effectively the switchboard and supervise the operators ensuring incoming calls are given the highest possible service and your role will include key responsibilities such as:
- Ensure that every call is attended and greeted politely in a professional manner
- Maintain an up to date knowledge of the hotel and local services and communicate this to subordinates so they can supply information and respond to guest queries
- Maintain an awareness of guest profiles through Property Management System (e.g. Opera guest profile system)
- Establish and control the duty roster according to the business needs
- Report to the local telephone provider any faults or adjustments and changes in the communication equipment throughout the hotel after checking with the Manager/Director of Front Office, Manager/Director of Information System and Manager/Director of Engineering
- Ensure the Manager/Director of Front Office is kept fully aware of any relevant feedback from either customers or other departments
- Ensure PBX department is manned fully at all times and every call is promptly attended
- Deal with any complaints, take action where appropriate and communicate this to the Manager/Director of Front Office and immediate Supervisors
- Ensure all wake up calls are made at the correct time, according to hotel standard.