Switchboard Operator

Company Description

A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world’s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.

**Job Description**:
The Switchboard Operator captures details from the incoming calls satisfying and exceeding each guest’s request. He or she should reflect the quality of the hotel to our guest and must be a very strong in communication skills. A positive attitude, knowledge of the hotel and attention to details are all key requirements in Anantara.

**KEY DUTIES AND RESPONSIBILITIES**
- Adhere to all Standard Operating Procedures.
- Answers incoming calls.
- Directs call to guest rooms, staff, or departments through the switchboard or PBX system.
- Places outgoing calls.
- Receives guest messages and deliver the same to the guest.
- Logs all wake-up call requests and performs wake-up call services.
- Provides information about hotel services to guests.
- Understand the telephone operator board or PBX switchboard operations.
- Provides paging services for hotel guests and employees.
- Knows what action to take when an emergency call is required.
- Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed.
- Assists in reporting telephone equipment or service complaints and problems.
- Following telephone etiquette.
- Trains or assists with training new telephone operators in performance of job duties.
- To be fully aware of and adhere of health and safety procedures.
- Multitasking abilities will always come in handy, because a switchboard operator may be asked to do other jobs as well.
- Assist in the effective operation of the Reservations department, to meet the business goals of the hotel.
- Must be polite and courteous while answering the phone.
- Open and close telephone functionality on the hotel front office software.
- Keep records of calls placed and received by all departments and recording the call charges.
- Setup conference calls in different locations and time zones.
- Update directory information on the front office software.
- Provide relay service for hearing-impaired guests.
- Provides a paging service for hotel guests and employees. Process guest wake-up calls.
- To be up to date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.
- Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction. Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.
- Maintain a motivational working environment within the department, and with other colleagues in the hotel
- Understand how the Sales office, Group Sales Department and Front Desk relate to the Reservation Department.
- Be knowledgeable about local seasonality and events.
- Proactively promote other sister properties of Minor International.

**Qualifications**:

- Excellent guest service skills
- Excellent English skills
- Excellent communication skill
- Familiar with the hotel operations available technology and all distribution channels.
- Understand the dynamics of regional & local market, local competitors and events of the destination.