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Switchboard Operator
1 week ago
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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