Telephone Operator

Company description

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

Do what you love; care for the world; dare to challenge the status quo! #BELIMITLESS

What is in it for you?

Employee benefit card offering discounted rates in Accor worldwide

Learning programs through our Academies and the opportunity to earn qualifications while you work

Opportunity to develop your talent and grow within your property and across the world

Ability to make a difference in the local community through our Corporate Social Responsibility activities

Job description

Answer and transfer incoming calls promptly and professionally

Handle guest requests, inquiries, and messages received through the telephone system

Connect guests with the appropriate hotel departments and colleagues

Provide accurate information about hotel facilities, services, operating hours, and procedures

Manage wake-up call requests accurately and on time

Maintain confidentiality of guest information and telephone communications

Record and communicate guest messages accurately and promptly

Assist with emergency and priority calls in accordance with hotel procedures

Monitor and operate the hotel PBX telephone system efficiently

Coordinate with Front Office, Housekeeping, Engineering, Security, and other departments when required

Follow proper telephone etiquette and hotel communication standards at all times

Maintain accurate records and logs related to telephone operations

Report any telephone system issues or technical problems to the relevant department

Handle guest complaints and requests professionally, escalating matters when necessary

Support the smooth operation of the Telephone Department and maintain a professional and welcoming tone in all interactions

Perform any other duties reasonably assigned by the supervisor or management

Qualifications

High school diploma or equivalent; a diploma or degree in hospitality, tourism, or a related field is an advantage

Previous experience as a PBX operator, telephone operator, guest service agent, or in a similar hotel position is preferred

Experience in a hotel or hospitality environment is an advantage

Good verbal communication and interpersonal skills

Professional and pleasant telephone manner

Good command of English; additional languages are an advantage

Ability to remain calm and professional when handling difficult or high-pressure situations

Strong attention to detail, particularly when recording messages and handling wake-up calls

Basic computer skills and the ability to operate telephone/PBX systems

Good organizational and multitasking skills

Ability to work effectively as part of a team

Willingness to work shifts, including weekends and public holidays

Strong commitment to guest satisfaction and service excellence

Additional information

Our commitment to diversity & inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.