Telephone Operator cum Rooms Controller

AMARA SANCTUARY SENTOSA; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A luxury hotel in Singapore is seeking an experienced front office professional to manage incoming calls and control room inventory effectively. The ideal candidate should have 1–2 years of relevant experience, excellent customer service skills, and proficiency in Property Management Systems. If you thrive in a dynamic environment and enjoy solving guest queries, this role is for you. Embrace the opportunity to enhance guest satisfaction through effective coordination and problem-solving.

Qualifications

• Minimum 1–2 years experience in a front office, reservations, or rooms control role.
• Proficient with common Property Management Systems and telephone switchboards.
• Good numeracy and attention to detail; able to produce accurate reports.

Responsibilities

• Answer and route incoming calls promptly and courteously.
• Handle guest enquiries, requests and complaints with empathy and timely resolution.
• Manage room allocations to meet guest preferences and requirements.

Skills

Customer service orientation

Problem solving skills

Attention to detail

Coordination skills

Tools

Property Management Systems

Telephone switchboards

Job description

Job description

Key Responsibilities

• Call Management: Answer and route incoming calls promptly and courteously according to hotel standards. Provide clear, accurate information about hotel facilities, services and local attractions. Coordinate wake-up calls, record and relay messages, and maintain up-to-date phone directories. Monitor the switchboard and escalate technical issues to Engineering or IT.
• Guest Service: Handle guest enquiries, requests and complaints with empathy and timely resolution. Communicate room changes, upgrades and special handling instructions to guests and relevant teams. Maintain strict confidentiality of guest and hotel information. Follow emergency protocols during fire, medical or security incidents and notify appropriate departments.
• Rooms Control and Inventory: Manage room allocations to meet guest preferences, VIP requirements, group blocks and long-stay reservations. Monitor and update room status including out-of-order and out-of-service rooms. Coordinate with Reservations, Housekeeping and Front Office to ensure room readiness and smooth arrivals/departures. Produce and review daily rooming reports, arrivals, departures and stayover lists to anticipate issues and recommend solutions.
• Reporting and Systems: Maintain accurate guest preference profiles and room configurations in the PMS. Generate daily occupancy and operational reports for management review. Keep call logs and records current and contribute to continuous process improvements.

Job Requirements

• Minimum 1–2 years experience in a front office, reservations or rooms control role; combined Telephone Operator and Rooms Controller experience preferred.
• Proficient with common Property Management Systems and telephone switchboards.
• Good numeracy and attention to detail; able to produce accurate reports.
• Customer service orientation and problem solving skills.
• Coordination and teamwork across Reservations, Housekeeping and Front Office.

Job summary

Experienced in managing calls & enquiries while simultaneously controlling room inventory & allocations to maximise occupancy and guest satisfaction.