Job Description

TELEPHONE OPERATOR
Position Summary:
The Telephone Operator serves as the first point of contact for the organization, providing a professional, courteous, and efficient telephone communication service. This role is responsible for handling all incoming calls, directing callers to appropriate personnel or departments, providing basic information, and assisting with internal paging and communication systems. The operator plays a vital role in creating a positive initial impression.
Key Responsibilities:

• Answer all incoming calls promptly, using a standard greeting and a clear, friendly tone.
• Accurately direct calls to the requested extensions, departments, or individuals.
• Provide general information to callers, such as operating hours, directions, or departmental functions, while maintaining confidentiality.
• Operate switchboard, paging, and voicemail systems efficiently.
• Take and deliver detailed messages accurately when requested personnel are unavailable.
• Handle emergency calls calmly and according to established protocols, alerting appropriate security or management personnel immediately.
• May assist with setting up conference calls or managing wake-up call systems in a hotel environment.
• Maintain a current internal directory of extensions and staff names.
• Report any technical issues with the telephone system to the relevant IT or management staff.

Qualifications & Skills:

• Excellent verbal communication skills with a clear, pleasant, and professional phone manner.
• Outstanding customer service and active listening skills.
• Ability to handle multiple calls calmly and efficiently in a busy environment.
• Strong organizational skills and attention to detail for accurate message-taking.
• Proficiency with multi-line telephone systems and basic office software.
• Patience, tact, and discretion when dealing with a wide variety of callers.
• Ability to remain composed under pressure, especially during high call volumes or emergency situations.

Skills Required