Telephone Operator at Accor

Job Description

We are seeking a professional and customer-focused Telephone Operator to join our team. As a Telephone Operator, you will be the first point of contact for our guests and play a crucial role in ensuring smooth communication within our organization. The ideal candidate will be detail-oriented, efficient, and organized, with excellent communication skills and the ability to multitask in a fast-paced environment.

• Process all incoming and outgoing calls accurately and courteously
• Ensure smooth internal telecommunication according to company standards
• Accurately record and manage wake-up calls for guests
• Assist guests with international calls and directory inquiries
• Address guests by name whenever possible and maintain a high level of customer service
• Page staff members when requested
• Adhere to principles of guest privacy and confidentiality
• Handle guest requests promptly and report complaints to the supervisor
• Manage call billing and maintain accurate records
• Stay informed about local telephone listings and frequently dialed numbers
• Follow standard procedures for emergency situations such as fire, security threats, and other critical incidents
• Report any equipment defects or issues to the supervisor
• Maintain a clean and organized work environment
• Stay updated on the hotel's fire, life, and safety systems
• Comply with all health and safety policies and procedures

Qualifications

• Excellent written and verbal communication skills in English
• Strong customer service orientation with the ability to remain calm and courteous in all situations
• Proficiency in using telephone switchboard systems
• Familiarity with local and international dialing codes
• Basic computer skills for data entry and record-keeping
• Ability to multitask and prioritize calls effectively
• Excellent attention to detail and organizational skills
• Strong team player with the ability to work cohesively with co-workers
• Ability to exercise good judgment when dealing with difficult guests
• Understanding of and ability to work in a multi-cultural environment
• Knowledge of hotel operations and guest services
• Relevant qualifications in Hotel Management
• Minimum 1 year of relevant experience, preferably in a four or five-star hotel
• Flexibility to work various shifts, including evenings, weekends, and holidays