Telephone Operator

Mandarin Oriental, Singapore; Singapore; On-site; SGD 30,000 - 40,000; Full time

Job summary

A prestigious hotel in Singapore is seeking a dedicated Telephone Operator to join their team. The role involves managing calls, assisting guests, and ensuring exceptional service. Candidates should have experience in the hotel industry and excellent communication skills. Join a team that values integrity and growth.

Benefits

Learning & Development programs

MOstay program

Health & Colleague Wellness initiatives

Retirement plans

Qualifications

• Experience in a similar role within the hotel industry preferred.
• Ability to work on rotational shifts, including weekends and public holidays.

Responsibilities

• Handling incoming and outgoing calls, assisting guests with inquiries.
• Providing guidance to colleagues and overseeing Telephone Department operations.
• Processing wake-up call requests and managing hotel’s telephone inventory.

Skills

Communication

Guest Interaction

Tools

NEC UA PBX

Jazzware

HMS

PCPro

Job description

TELEPHONE OPERATOR

Mandarin Oriental, Singapore is seeking a dedicated Telephone Operator to join our Telephone team.

Are you a master of your craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become part of the exceptional.

Mandarin Oriental is an award-winning owner and operator of luxurious hotels, resorts, and residences located in prime destinations worldwide, with a strong development pipeline. Recognized for creating some of the world's most sought-after properties, the Group offers legendary service inspired by Asian heritage and represents the forefront of luxury experiences.

Mandarin Oriental, Singapore, is a sanctuary of luxury and sophistication overlooking the iconic Marina Bay.

About the job

Based at Mandarin Oriental, Singapore, within the Telephone Department, the Telephone Operator handles incoming and outgoing calls, assists guests with inquiries, processes requests, transfers calls efficiently, ensures accurate message taking, and provides exceptional service to enhance guest satisfaction. The Telephone Operator reports to the Telecommunications Manager.

Responsibilities include:

• Providing guidance to colleagues during assigned shifts and overseeing the efficient operation of the Telephone Department.
• Answering phone calls promptly, observing proper telephone etiquette, and maintaining a positive attitude. Knowledge of NEC UA PBX functions and features is essential.
• Attending to guest requests promptly and articulately.
• Raising faults and maintenance issues in Hotsos promptly.
• Following and documenting daily task checklists.
• Processing wake-up call requests from guests, crew, and groups promptly.
• Managing incoming text or fax messages from Fuji Xerox, ensuring delivery to guest rooms meet standards.
• Conducting thorough tests on telephone and line faults before calling external contractors and raising PR/Checkscm for work done.
• Processing telecommunication wiring requests and rates for sales functions or guest rooms.
• Monitoring IDD rates and calls via Jazzware, ensuring proper posting in HMS.
• Managing hotel’s telephone and trunk inventory and programming via PCPro.
• Updating information on the HMS Concierge Directory.
• Maintaining a high grooming standard when on duty.
• Understanding hotel policies, procedures, and services.
• Having comprehensive knowledge of Mandarin Oriental Hotel Group.

Candidate requirements:

Experience in a similar role within the hotel industry preferred.

Good communication skills and enjoyment of guest interaction.

Ability to work on rotational shifts, including weekends and public holidays.

Our commitments to you include:

• Learning & Development programs tailored to your career stages.
• MOstay program offering complimentary nights and attractive room rates for you and your loved ones.
• Health & Colleague Wellness initiatives supporting your wellbeing.
• Retirement plans based on your tenure and role.

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