Switchboard Operator

Job Description

Please note that this is not an exhaustive list of everything that needs to be done. Employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:

1. To anticipate guest needs and handle guest inquiries in a helpful and attentive manner.
2. To have a complete knowledge of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other properties.
3. To take personal responsibility for the service and attitude with which our guest service is being delivered, ensuring it meets the highest standard at all times.
4. To take personal responsibility for ensuring all issues pertaining to guest satisfaction are met and that follow-up is completed on a timely basis.
5. To be proactive and innovative, suggesting alternatives that meet guest needs in enjoying their experience.
6. To develop a close and harmonious working relationship with all hotel departments and attend hotel events, daily shift briefings, and training to improve professional skills.
7. Route messages: Take messages and ensure they are delivered to the intended recipient.
8. Maintain phone system: Perform basic maintenance and troubleshooting on the phone system.

Within the top-performing people who do this job, they always demonstrate the following attitudes:

Working with Others

• They always try to anticipate and exceed the needs of customers and colleagues.
• They use their own initiative and good judgement to solve problems in a calm and efficient manner.
• They enjoy working with others to achieve common goals.
• They volunteer as required to ensure the success of the team.
• They act with personal professionalism and integrity at all times.

Taking Responsibility

• They always conduct business honestly and fairly.
• They keep sensitive information confidential.
• They can prioritise their workload effectively and are organised and structured at work.
• They manage their time and pay attention to detail.
• They know their jobs and are able to work without close supervision.
• They display a positive attitude, even under pressure.
• They personally check their work to ensure its accuracy.

Delivering Results

• They are committed to meeting and exceeding all performance standards.
• They constantly look to develop their own professional skills and abilities.
• They perform job tasks in line with established policies and procedures.
• They always try to provide a top-quality experience to all our guests.

Qualifications:

• Hospitality Qualification
• Telephone Etiquette
• Problem Solving
• Customer Service
• Excellent Communication Skills

Additional Information:

Commitment to delivering exceptional guest service with a passion for the hospitality industry. Ability to find creative solutions with proven problem-solving capabilities offering support where required. Ability to work in an environment that demands excellence, time, and energy. Strong communication skills. Our people drive the success of our business, so we will invest in your skills to allow you to grow and progress through your career.