Job Description

Job Advert Summary

The Switchboard Operator serves as the first point of contact for all incoming calls to the hotel, ensuring professional, courteous, and efficient communication at all times. This role is responsible for handling guest enquiries, directing calls to the appropriate departments, and providing accurate information to enhance the guest experience. The Switchboard Operator plays a vital role in maintaining effective internal and external communication, supporting the Front Office team, and upholding the hotel's service standards.

Minimum Requirements

Excellent verbal and written communication skills. Strong command of English; additional languages are beneficial. Outstanding customer service orientation. Strong attention to detail and accuracy. Professional, calm, and courteous telephone manner. Ability to work effectively within a team environment. Ability to work shifts, weekends, and public holidays as required. Knowledge of Opera PMS or similar systems is advantageous. Demonstrates integrity, professionalism, and acts in the company's best interest at all times.

Duties and Responsibilities

Adhere to all company policies, procedures, and Standard Operating Procedures (SOPs). Maintain accurate knowledge of hotel facilities, services, and offerings to effectively promote the property. Answer all incoming calls promptly, professionally, and courteously, following telephone etiquette standards. Assist guests with queries, provide accurate information, and resolve concerns where possible; escalate to the Duty Manager when required. Accurately log, relay, and follow up on messages and guest requests. Liaise with relevant departments to ensure guest needs are actioned efficiently. Ensure switchboard and communication equipment remain in good working order; report faults timeously. Maintain confidentiality and handle sensitive information with discretion. * Perform any additional duties as reasonably requested by management.