Telephone Operator - Hotel

About the role

A hotel is looking for a Telephone Operator to handle all incoming and outgoing calls professionally and courteously, in line with hotel standards and IHG brand requirements. The role supports Front Office operations and contributes to guest satisfaction through clear internal and external communication.

Key responsibilities

• Handle all incoming and outgoing calls professionally, courteously and in line with hotel standards.
• Manage and record guest wake-up calls accurately and ensure timely service.
• Assist guests with international calls, directory enquiries and general hotel information, addressing guests by name when possible.
• Handle guest requests promptly, coordinate with relevant departments and report complaints and operational concerns to supervisors.
• Maintain guest privacy and confidentiality, and give accurate information on facilities, services and local attractions.
• Follow emergency communication procedures and comply with hotel policies and operational procedures.
• Support Front Office operations and teamwork.

Required profile

• Previous experience in telephone operations, Front Office or guest services, preferably in a four- or five-star hotel.
• Good command of written and spoken English.
• Ability to work in shifts, including weekends and public holidays.
• Team player who can work in a multicultural environment and adapt to a dynamic hotel setting.

Required skills

• Excellent verbal communication and strong guest relations skills.
• Strong organisational skills to manage multiple calls and tasks.
• Problem-solving skills and good judgment.
• Familiarity with hotel telephone systems and basic computer applications is preferred.