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Daily Task list sample for Telephone Operator - Morning Shift


Emp Code / Name:___________________




07:00 – 07:30

 Attend Front Office Morning Briefing and Handover from Overnight Team


 Prepare task list of Front Office working


07:30 – 12:30

 Test that the switchboard is working correctly


 Ensure the PBX system is in working order and cross check if telephone charges are getting captured on to the PMS 


 Check Wakeup call log book and update any pending calls on to the PMS / Telephone console.


 Progress with all pending morning calls


 Pick-up all incoming call within three rings and using standard telephone greetings.


 Check all Stationary inventory like fax paper, wakeup call log book etc.


 Monitor incoming Fax and disseminate accordingly


 Constantly liaise with Concierge and Reception


 Attend all incoming and outgoing calls promptly with a smile.


 During peak hours, assist Front office team if needed.


 Update Guest profile as the reference from each enquiry calls.


 Forward calls to all front desk departments and also to other departments in the hotel.


 Coordinate between Housekeeping supervisor and Room Attendant.


 Check Email and forward to respective departments.


 Ensure all guest messages and also internal messages are efficiently handled


 Update the Operator log book for all Fax, Messages, DND request and also any employee calls which need to be billed to respective accounts.


12:30 – 13:30

 Prepare Handover to Afternoon Team


 Attend Front Office Afternoon briefing


13:30 – 17:30 

 Monitor incoming Fax and disseminate accordingly


 Round Time (to be sent to NA)


 Handle all incoming and outgoing calls professionally


 Assist arrival guest on the direction to the hotel


 Update directory information in the PMS


 Divert calls according to the respective department; Sales, Reservation, Event etc. And take the message in case there is no response from those departments.


 Update the allowance log book


 Scan the allowance forms & supporting doc of the day and forward to the Night  Manager desk.


 Compile today’s Morning Call record and file.


Signature:______________                                                              Verified By: ________________


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Authored and managed by Augustine, a hotelier with over 20 years of experience in the industry. He has a 3-year diploma with 'honors' from the American Hotel & Lodging Educational Institute and a Bachelor of Computer Application - BCA Degree.