Position Summary
The Operator is responsible for handling all incoming and outgoing calls, responding to guest requests, coordinating with internal departments, and ensuring accurate communication throughout the hotel. The Operator acts as the central communication hub to support smooth guest service operations and maintain a high level of guest satisfaction.
The role requires exceptional telephone etiquette, active listening skills, accuracy in logging requests, and the ability to follow up promptly and professionally.
Key Responsibilities
Guest Communication & Call Handling
Maintain a calm and pleasant tone at all times, even during high call volume.
Assist guests in a friendly manner, ensuring clarity and empathy in every interaction.
Handle wake- up calls, message taking, and call transfers efficiently.
Provide accurate information about hotel facilities, services, promotions, and local attractions.
Answer all internal and external calls promptly, courteously, and professionally.
Request Coordination & Follow- Up
Dispatch requests to the appropriate departments (Housekeeping, Engineering, F&B…) and ensure timely completion.
Coordinate urgent or emergency calls, informing Duty Manager and relevant departments immediately.
Follow up on pending tasks and update logs until resolution is confirmed.
Log all guest requests accurately into the system (Opera).
Information Management
Maintain and update guest history, preferences, and internal databases.
Stay updated on hotel events, VIP arrivals, functions, and daily activities.
Monitor local news, weather, and city events to support guest inquiries.
Manage filing systems and ensure accurate record- keeping for all communication and reports.
Complaint Handling
Provide immediate assistance and escalate issues to supervisors when necessary.
Prepare complaint summaries and communicate to the Guest Service Centre Supervisor for follow- up.
Listen actively and empathetically to guest concerns raised via phone.
Operational Support
Oversee telephone directory updates, internal extension lists, and information boards.
Ensure all call center equipment and communication systems are functioning; report defects.
Strictly follow Mövenpick/Accor standards, safety protocols, and quality assurance procedures.
Assist other Front Office sections when required.
Attend departmental briefings and training sessions.
