Front Desk – Telephone Operator Job Description

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Job Description, Duties, Interview Questions and Salary for Hotel Telephone Operator Position

As a telephone operator at the front desk, your primary duty is to ensure that all incoming calls are answered promptly and professionally. You will be responsible for directing calls to the appropriate staff member or department and ensuring that all messages are recorded accurately.

In addition to answering calls, you will be expected to greet guests as they arrive and assist them with any inquiries or needs they may have. This may include providing directions, answering questions about the facility, and helping them with check-in and check-out procedures.

To be successful in this role, you should have excellent communication skills, both verbal and written, as well as strong organizational abilities and the ability to multitask. You should also be comfortable working with a variety of computer programs and be able to quickly learn new software.

Overall, the role of front desk telephone operator is an important one that requires a friendly, professional demeanour and a commitment to providing excellent customer service at all times. If you are up for the challenge, this could be the perfect job for you.

Speaks, distinctly, and with a friendly, courteous tone. Uses listening skills to put callers at ease and obtains accurate, complete information. Answers incoming calls and directs them to guest rooms through the telephone console or to hotel personnel or departments.

Takes and distributes messages for guests, provides information on guest services, and answers inquiries about public hotel events.

TELEPHONE OPERATOR DUTIES AND RESPONSIBILITIES:

  1. Answers incoming calls.
  2.  Directs calls to guest rooms, staff, or departments through the switchboard or PBX system.
  3.  Places outgoing calls.
  4.  Receives guest messages and delivers the same to the guest.
  5.  Logs all wake-up call requests and performs wake-up call services.
  6.  Provides information about hotel services to guests.
  7.  Understand the telephone operator board or PBX switchboard operations.
  8.  Provides paging services for hotel guests and employees.
  9.  Knows what action to take when an emergency call is required.
  10.  Monitors automated systems including fire alarms and telephone equipment when the engineering and maintenance department is closed.
  11.  Assists in reporting telephone equipment or service complaints and problems.
  12.  Following telephone etiquette (! Must read).
  13.  Trains or assists with training new telephone operators in the performance of job duties.
  14.  To be fully aware of and adhere to health and safety, fire, and bomb threat procedures.
  15.  Multitasking abilities will always come in handy, because a switchboard operator may be asked to do other jobs as well.
  16.  Must be polite while answering the phone.
  17.  Open and close telephone functionality on the hotel front office software.
  18.  Keep records of calls placed and received by all departments and record the call charges.
  19.  Set up conference calls in different locations and time zones.
  20.  Update directory information on the front office software.
  21.  Provide relay service for hearing-impaired guests.
  22.  Provides a paging service for hotel guests and employees. Process guest wake-up calls.

JOB TITLE: HOTEL TELEPHONE OPERATOR

REPORTS TO: Front Office Manager

PREREQUISITES:

Education: High school graduate or equivalent. Must speak, read. Write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visit the hotel.

Interview Questions For Telephone Operator Position:

When interviewing candidates for a Telephone Operator position, it’s important to assess their communication skills, telephone etiquette, multitasking abilities, and knowledge of relevant technologies. Here are some interview questions you might consider:

  1. Can you describe your previous experience as a telephone operator or in a role that involves extensive phone communication?
    • This question allows the candidate to provide an overview of their relevant experience.
  2. How do you ensure clear and effective communication when handling phone calls from customers or guests?
    • Assess the candidate’s communication skills and their ability to convey information professionally over the phone.
  3. How do you handle multiple incoming calls and prioritize them effectively?
    • Evaluate the candidate’s multitasking abilities and their approach to managing a high volume of calls.
  4. Can you share an example of a challenging phone call you had to handle and how you resolved the situation?
    • This behavioral question allows the candidate to demonstrate their problem-solving and customer service skills.
  5. What technologies or phone systems are you familiar with, and how do you ensure their proper use in your role?
    • Assess the candidate’s technical skills and their familiarity with phone systems commonly used in the industry.
  6. How do you maintain a calm and professional demeanor when dealing with upset or frustrated callers?
    • Evaluate the candidate’s emotional intelligence and their ability to handle difficult situations with poise.
  7. What steps do you take to verify information and ensure accuracy when taking messages or transferring calls?
    • Assess the candidate’s attention to detail and their commitment to providing accurate information.
  8. How do you handle confidential or sensitive information when communicating over the phone?
    • Evaluate the candidate’s understanding of privacy and confidentiality protocols.
  9. What strategies do you use to stay organized and manage call logs and messages efficiently?
    • This question assesses the candidate’s organizational skills and their ability to keep accurate records.
  10. How do you handle situations where you need to transfer a call to another department or individual?
    • Assess the candidate’s understanding of proper call transfer procedures and their communication with other departments.

Salary for a Telephone Operator Position:

The salary for a Telephone Operator can vary based on factors such as the location, the industry, and the candidate’s experience. As of January 2024, the average annual salary for a Telephone Operator in the United States ranged from $25,000 to $40,000.

Salary figures can change over time, and it’s essential to refer to the latest industry reports, salary surveys, and local job market data for the most up-to-date information on salaries for Telephone Operators.


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