Telephone Operator

Job description

Key tasks

In any circumstances, the TO will follow strictly the telephone standards established, will talk with a friendly tone of voice and will keep high level of respect and a positive attitude.
 The TO will act quickly and efficiently, following the guest requests and instructions received by her/his supervisor.
 She/he will ensure that Operator Room is perfectly tidy at any time.
 The TO will be attentive to respect the privacy/confidentiality of the information, or guest names available at the operator room. He/she will ensure not to transmit any guest name,or guest history information
 The TO will ensure that any wakeup call requested by a guest is performed at the exact time. She/he is responsible to ensure that the reports are collected from the Front Desk and that the discrepancy with the operator records is controlled.
 The TO coordinates the overall paging system in the hotel. Once a page is requested, the TO will page the right person and will ensure that she/he receive it well.
 The TO will be attentive when they receive a message for a guest to take all the information and record them carefully. She/he well ensure that the guest has well received the message with full information.
 He/she is as well responsible to ensure that the defined music is playing permanently and at the right level in the hotel floors concerned. He/she will follow strictly the standards established.
 The TO is responsible to ensure that all phone calls are answered within 3 rings, he/she will then find the polite and tactful way to keep on hold a guest when it is required.
 The TO has to ensure his/her full knowledge about the hotel outlets and menus.
 The TO must have a good knowledge of the guests, especially all the VIP and will mention their name on the phone as often as possible.
 He/she will as well answer all guest requests regarding the housekeeping issues. He/she will then ensure that he/she understands properly the request and will record the full details in the Logbook. The TO will then ensure that the request has been followed up on time and will reconfirm with the guest that the proper follow up has been made.
 She/he will be attentive on all information received during the FO handover briefing (for afternoon shift). She/he will be active and dynamic in participating in these different
discussion opportunities. During his/her shift, she/he will report quickly any problem or question to her/his supervisor. The TO will read the Operator logbook at the beginning of shift, follow up and keep it updated during his/her shift. Any problem or complaint must be recorded by the TO right away.
 Each end shift, the TO will give a full handover to the TO of the following shift regarding the activity & pending issues to be followed.
 The TO has an important role to play in terms of security, he/she has to know by heart all security procedures established and to be able to act accurately if it is required.
 To ensure that all the standards and procedures established at the ibis Saigon Airport are reached successfully and permanently.

Ibis and its people

Simplicity, Modernity, Well-being

Acteurs, the Ibis staff training and professional development programme , enables staff to:
- become more professional by acquiring new skills,
- learn a second profession,
- be more independent in guest relations,
- receive recognition for their skills

Desired profile

Skills

Level of Education Vocational education
Areas of study Hospitality Management
Professional experiences 1 to 2 years
Languages essential English