Daily Task list sample for Telephone Operator - Morning Shift

 Time

 Task

Done

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.