Telephone Operator

Mövenpick Hotels & Resorts; Kepulauan Riau; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A luxury hotel brand in Indonesia is seeking a dedicated Operator to manage guest communications and phone calls. The ideal candidate is fluent in the national language and English, with a background in hospitality preferred. This role involves providing exceptional service to ensure a memorable guest experience, maintaining knowledge of hotel facilities, and adhering to operational standards.

Qualifications

• Fluency in the national language required.
• Competency in English is mandatory.
• Experience in hospitality industry is an advantage.

Responsibilities

• Act as the main point of contact for guests via phone.
• Answer and redirect phone calls according to standards.
• Attend to guest enquiries in a professional manner.
• Promote hotel loyalty program confidently.

Skills

Fluent in national language

Good working level of English

Ability in a third language

Education

Vocational diploma or degree in hospitality

Job description

Overview

Overlooking the scenic South China Sea, Mövenpick Resort & Spa Bintan Lagoon will introduce Swiss-inspired hospitality to Bintan in celebration of Mövenpick's rich culinary legacy. The resort features 420 rooms & suites, two golf courses, three lagoon swimming pools, unique restaurant concepts, a two-storey beach club, spacious event spaces, and a wellness village with a gym, a spa, and Kid Club.

Job Description This position serves as the main point of contact for hotel guests, potential clients, business partners, third-parties and internal clients through phone calls. The Operator ensures a lasting positive impression of the hotel through courteous, effective and professional handling of all phone calls. This role is crucial in maintaining our reputation for exceptional service and creating memorable experiences for our visitors.

Responsibilities

• Be the main point of contact through the Switchboard and guest message delivery while on duty.
• Answer phone calls in accordance with the standards and transfer calls when necessary.
• Perform duties and tasks in a procedurally correct, timely and consistent manner.
• Work under time constraints and delegate tasks swiftly.
• Attend to all guest enquiries and requests in a helpful, professional yet warm and friendly manner.
• Be aware of all arrivals to the hotel, including VIPs and return guests, and know any special requests for appropriate action.
• Maintain complete knowledge of the hotel’s services and facilities, and the outlets, their operating hours and scope of services.
• Ensure all telephone calls are attended to in a helpful, professional, warm and friendly manner; the switchboard must not be unattended while on duty.
• Input guest messages promptly and correctly into the system.
• Identify and report any faults in the switchboard.
• Provide a personal, efficient, friendly wake-up call service as required; ensure wake-up requests are noted and delivered per standard.
• Adhere to confidentiality with no exceptions.
• Promote and explain the hotel loyalty program confidently.
• Respect guest privacy and security, and perform reservations, concierge, guest relations and porter duties as needed.
• Be familiar with Fire and Emergency procedures and provide appropriate direction during emergencies.
• Ensure guests and callers receive concise information about the hotel’s services and facilities.
• Drive loyalty program enrollment and understand hotel policies to relay information confidently.
• Be well versed in the property management system and other hotel systems to support smooth operation.
• Adhere to operating standard procedures, hotel policies and brand standards.

Qualifications

• Vocational diploma or degree in hospitality is an advantage.
• Fluent in the national language and a good working level of English. Ability in a third language is an added advantage.

Additional Information

In compliance with employment laws in Indonesia, this position is only open to Indonesians.