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.

Desired Candidate Profile

• 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.