Switchboard Operator

1 week ago


Cape Town, Western Cape, South Africa Radisson Hotel Group Full time

1. Provides courteous service tocustomers by operating the switchboard according to standards

2. Communicates clearly and courteously

3. Demonstrates fluency in the use ofequipment

4. Transfers incoming calls promptly tothe appropriate extension

5. Responds to customer questionsregarding the hotel, in-house facilities and local events

6. Providescourteous, prompt and accurate inter-hotel communications to staff and customers

7. Takesand orders accurate and complete room service orders and effectivelycommunicates the orders to the room service operations and kitchen teams viathe POS system.

8. Takesand delivers accurate and complete messages

9. Ensurethe complaints log is completed and handed to the Lead to take to morningmeeting daily

10. Followsestablished hotel security and safety policies as required

11. Identifies and forwards incomingfaxes, customer mail, packages and messages promptly

12. Assists individual reservations teamwhere possible to execute quotes and bookings for queries or 9 rooms or less

13. To ensure when quoting that thecorrect rate and availability of the hotel is given to the guest

14. Prepares VIP in house list asrequested

15. Prepareslists and reports as requested

16. Assists guest with faxing, typingand other administration needs

17. Checks and signs the log sheets ofroom service and all guest requests, follow up and improve any discrepancies

18. Ensure all documentation is up todate and filed correctly

19. Ensure all equipment is in workingorder and stationary stocked

20. Contribute to the development ofemployees, services and procedures

21. Attends meetings and trainingrequired by the RED GEN LEAD

22. Is aware and carries out RED service concepts

23. Handles guest complaints efficientlyand ensure RED GEN LEAD is informed

24. Is fully aware of current hotelpromotions and convey effectively

25. Acceptsflexible work schedule necessary for uninterrupted service to hotel guests

26. Continuouslyseeks to endeavour professionalism in own job function

27. Followsany reasonable instruction given from a Lead

28. Stayscurrent with activities in the hotel by reviewing the communication log bookeach shift; updates log book for next shift

29. After every shift, a handover emailis to the sent to the RED GEN LEAD

30. Ensures that the staff transportlists are accurately and efficiently sent to the transport company prior to 4pmeach day as per the staff transport SOP

KNOWLEDGEOF FRONT OFFICE TECHNOLOGY

· Is fully conversant with the hotel reservation system

· Is able to operate switchboard, telefax, key equipment, creditcard machines and printers, hotel alarm systems, and other Front Officeequipment

LAWS, REGULATIONS AND POLICIES

· Follows all applicable laws,especially in regards to food safety and sanitation, and alcohol regulations

SECURITY,HEALTH, AND SAFETY

· Maintains high confidentiality inregards to guest privacy

Notifies the Lead regarding lost and found objects Reports all potential and real hazards appropriately Fully understands the hotel's fire, emergency, and bomb procedures Follows emergency procedures to provide for the security and safety of guests and employees Works in a safe manner that does not harm or injure self or others Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct Responsible Business: show involvement and be interested in environmental and/or social issues by participating in Responsible Business hotel and departmental activities Knows:
- Hotel fire, bomb and emergency procedures
- Hotel health and safety policies and procedures
- Hotel facilities and nearby sights of interest and importance ( hospitals, stations, tourist sights)
- Hotel and corporate marketing and promotional programs

· Make sure that they are familiarwith group in house, arriving and all due in and in house VIP's

Attitude : Inaddition to basic grooming rules, the following traits of attitude areimportant:

Punctuality

1. TeamSpirit

2. Flexibilities(duties & timing)

3. Revenuedriven

4. Customerorientation

5. Creativity& Openness

6. Proactive& fighting spirit

Solutionoriented

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