Telephone Operator

IC - Grand Ankara (ANKCT); Çankaya; On-site; TRY 17,000 - 26,000; Full time

Job summary

IHG Hotels & Resorts in Turkey seeks a Front Office Telephone Operator to deliver professional phone service and guest assistance. You will handle calls, provide hotel information, and coordinate with departments to ensure guest satisfaction in a fast-paced, multinational setting.

Excellent English, strong communication and organizational skills are required. The role supports the Front Office and requires weekend and holiday shifts as part of a dynamic hotel team.

Qualifications

• Experience in guest-facing roles, preferably in hospitality.
• Strong communication skills in English, both written and spoken.
• Proven ability to handle multiple tasks with courtesy and efficiency.
• Ability to work in a fast-paced, multicultural hotel environment.

Responsibilities

• Handle all incoming and outgoing telephone calls professionally per hotel standards.
• Ensure smooth internal and external telephone communication.
• Record guest wake-up calls accurately and reliably.
• Assist guests with international calls, directory inquiries, and hotel information.
• Address guests by name to deliver personalized service.
• Respond promptly to guest requests and coordinate with other departments.
• Report guest complaints and operational concerns to supervisors.
• Maintain guest privacy and confidentiality in communications.
• Provide accurate information about facilities, services, and local attractions.
• Follow emergency communication procedures and respond to critical situations.
• Ensure compliance with IHG brand standards and hotel policies.
• Maintain an organized and professional working environment.
• Support Front Office operations and contribute to teamwork and guest satisfaction.

Skills

Customer service

Communication skills

Multicultural awareness

Organizational skills

Teamwork

Problem solving

Calm under pressure

Attention to detail

Tools

Hotel telephone system

Computer literacy

Job description

Job Description

• Handling all incoming and outgoing telephone calls professionally, courteously, and in accordance with hotel standards.
• Ensuring smooth and effective internal and external telephone communication.
• Managing and accurately recording guest wake-up calls, ensuring timely and reliable service.
• Assisting guests with international calls, directory inquiries, and general hotel information.
• Addressing guests by name whenever possible to provide personalized and attentive service.
• Handling guest requests promptly and efficiently, ensuring appropriate follow-up and coordination with relevant departments.
• Reporting guest complaints and operational concerns to the relevant supervisor or department.
• Maintaining guest privacy and confidentiality in all telephone communications.
• Providing accurate information about hotel facilities, services, and local attractions when requested.
• Following established emergency communication procedures and responding appropriately to critical situations.
• Ensuring compliance with IHG brand standards, hotel policies, and established operational procedures.
• Maintaining an organized and professional working environment.
• Supporting Front Office operations and contributing to effective teamwork and guest satisfaction.

Qualifications

• Previous experience in telephone operations, Front Office, or guest services, preferably in a four- or five-star hotel.
• Good command of English, both written and spoken.
• Excellent verbal communication and interpersonal skills.
• Strong guest relations skills with a polite, professional, and service-oriented approach.
• Ability to remain calm, courteous, and attentive when handling guest requests and challenging situations.
• Strong organizational skills with the ability to manage multiple calls and tasks efficiently.
• Ability to work effectively with colleagues and maintain positive relationships across departments.
• Good problem-solving skills and the ability to exercise sound judgment.
• Ability to work in a multicultural environment and communicate effectively with guests from different backgrounds.
• Familiarity with hotel telephone systems and basic computer applications is preferred.
• Team-oriented, responsible, and adaptable to a dynamic hotel environment.
• Able to work in shifts, including weekends and public holidays.
• Passionate about hospitality, guest satisfaction, and delivering personalized service.