Telephone Operator – Guest Services

About the role

The Telephone Operator provides front‑line support for guests by handling all telephone, email, chat and mobile communications. Working within the hotel’s Guest Services team, you will ensure every request is recorded, processed and resolved promptly, enhancing the overall guest experience.

Key responsibilities

• Answer, record and process guest requests, questions and concerns via telephone, email, chat and mobile devices.
• Operate the telephone switchboard, manage wake‑up calls and direct calls to the appropriate extensions.
• Receive, log and relay messages accurately to guests and relevant departments.
• Enter all guest requests into the computer system and follow up to confirm resolution.
• Provide information on room features, hotel amenities and local attractions.
• Process room‑service orders, answer menu queries and record transactions in the point‑of‑sale system.
• Assist guests with internet access and in‑room entertainment systems.
• Adhere to company policies, maintain a professional appearance and protect confidential information.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior related work experience required.
• No supervisory experience required.
• Ability to stand, sit or walk for extended periods and lift objects up to 10 lb.

Required skills

• Telephone switchboard operation.
• Point‑of‑sale system usage.
• Basic computer logging and data entry.