Telephone Operator

Company Description

"Why work for Accor?

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 Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

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

Job Description

The Telephone Operator is responsible for managing all internal and external telephone communications and ensuring a professional, courteous, and efficient experience for every caller. The role supports smooth guest communication by handling calls, requests, messages, wake-up calls, guest enquiries, and urgent matters while maintaining accurate guest information and coordinating effectively with the relevant hotel departments.

Main Duties & Responsibilities

Handle all incoming internal and external calls professionally and efficiently, ensuring a personalized and courteous guest experience.

Answer calls promptly, greet guests by name in line with hotel standards, and accurately connect calls to the appropriate extension or guest room.

Verify guest details for room-related calls and maintain confidentiality when handling guest information.

Maintain up-to-date knowledge of the hotel’s facilities, outlets, services, and local area to provide accurate information and recommendations.

Utilize Opera PMS and the CID system accurately and efficiently, ensuring guest information is updated in a timely manner.

Coordinate with relevant hotel departments to ensure guest requests and enquiries are communicated and followed up promptly.

Monitor the message box and ensure guest requests are recorded accurately and responded to within the required timeframe.

Handle guest wake-up calls accurately and punctually in accordance with established standards.

Remain informed about VIP, in-house, arriving, and special-needs guests to ensure appropriate attention and personalized service.

Respond promptly to urgent matters and emergencies involving guests or the hotel, coordinating with Management, Security, and relevant departments in accordance with established procedures.