Telephone Operator

HOLIDAY INN SINGAPORE LITTLE INDIA; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading hotel in Singapore seeks a Telephone Operator to manage incoming calls and enhance guest experience. The ideal candidate will be responsible for billing call costs, assisting guests with queries, and ensuring an organized work environment. Strong communication skills and a customer-centric attitude are essential for this role.

Qualifications

• 1 year’s experience in customer service or as a switchboard operator.
• Demonstrated ability to interact with customers positively.
• Proficient in Microsoft Office and Front Office System.

Responsibilities

• Process all incoming and outgoing calls accurately and courteously.
• Assist guests with international calls and directory queries.
• Maintain detailed knowledge of the Hotel’s emergency response system.

Skills

Communication

Problem Solving

Organizational Abilities

Education

High School or Vocational Certificate in Business Management

Tools

Microsoft Office

Front Office System

Job description

JOB OVERVIEW

Answer incoming phone calls primarily from external callers in a timely and professional manner that reflects highly on the hotel and brand.

At Holiday Innwe want our guests to relax and be themselves which means we need team members to:

• Be you – by being natural, professional and personable in the way you are with people
• Get ready – by taking notice and using your knowledge so that you are prepared for anything
• Show you care – by being thoughtful in the way you welcome and connect with guests
• Take action – by showing initiative, taking ownership and going the extra mile

DUTIES AND RESPONSIBILITIES

FINANCIAL RETURNS:

• Bill call costs

PEOPLE:

• Pages staff member when requested

GUEST EXPERIENCE:

• Process all incoming and outgoing calls accurately and courteously
• Records and controls accurately wake up calls
• Pages guests in co-operation with concerned departments
• Assists guests with international calls and directory queries
• Calls guests by name whenever possible
• Abides by principles of guest privacy
• Handles guests needs or requests and reports complaints to the Telephone Supervisor
• Aware of local telephone listings and frequently dialed numbers
• Attends to all guest queries and requests promptly
• Handles In-Room Dining service order-taking and route it to kitchen for preparation

RESPONSIBLE BUSINESS:

• Records all entries on traffic sheets
• Report on logbook daily
• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
• Advises defects on switchboard equipment to Supervisor
• Maintains a clean work environment
• Maintains detailed knowledge of the Hotel’s fire, life and safety system
• Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
• Maintain Hotel Information

ACCOUNTABILITY

Under the general direction of the Telephone Supervisor and within the limits of established InterContinental Hotels Group brand and local policies and procedures, oversees and directs all aspects of telecommunications services to achieve the highest possible guest satisfaction. You will also help to create a desired work culture around our Winning Ways of the InterContinental Hotels Group and embrace the IHG Commitment

QUALIFICATIONS AND REQUIREMENTS

High School or Vocational Certificate in Business Management, Business Study or equivalent, with 1 year’s experience in customer service or switchboard operator.

Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. Proficient in the use of Microsoft Office and Front Office System. Possesses problem solving and organizational abilities.