PBX Operator RAFFLES

Key Responsibilities

Telephone & Communication Excellence:

• Answer all incoming and internal calls promptly using the approved Raffles greeting and etiquette standards.

• Accurately route calls, take messages, and provide information in a courteous, clear, and professional manner.

• Maintain a calm, polished, and welcoming tone at all times, regardless of call volume or complexity.

• Handle guest wake-up calls and special call requests accurately and punctually.

Guest Assistance & Service Support:

• Assist guests with general inquiries, hotel information, and service requests, ensuring timely follow-up.

• Coordinate guest requests with relevant departments and track completion to ensure guest satisfaction.

• Support service recovery by responding empathetically to guest concerns and escalating appropriately.

Emergency & Safety Communication:

• Follow established emergency procedures and communication protocols in case of fire, medical incidents, or security situations.

• Act as a central communication point during emergencies, ensuring accuracy, discretion, and composure.

• Maintain updated emergency contact lists and procedures.

Operational Accuracy & Documentation:

• Record and relay messages accurately and confidentially.

• Maintain call logs, wake-up call records, and other required documentation.

• Update and maintain internal extension lists and contact directories.

Standards, Brand & Compliance:

• Uphold Raffles communication, grooming, and service etiquette standards at all times.

• Maintain strict confidentiality regarding guest information and sensitive situations.

• Ensure compliance with hotel policies, safety procedures, and data protection requirements.

• Participate in service culture training and continuous development programs.

Qualifications & Experience:

• Minimum 1 2 years of experience in PBX, Front Office, or Guest Services within a luxury or five-star hotel environment preferred.

• Diploma or certificate in Hospitality or related field is an advantage.

Skills & Competencies:

• Exceptional verbal communication and listening skills.

• Clear, pleasant speaking voice with excellent diction.

• Strong multitasking and time-management abilities.

• High attention to detail and accuracy.

• Ability to remain calm and professional under pressure.

• Proficiency in telephone systems and basic computer applications.

• Fluency in English required; additional languages are a strong advantage.

Personal Attributes:

• Polished, courteous, and professional demeanor.

• Discreet, trustworthy, and service-oriented.

• Calm, composed, and confident in emergency situations.

• Flexible to work shifts, including nights, weekends, and holidays.

• Passion for luxury hospitality and guest satisfaction.

• Understanding of Ultra-Luxury guest expectations and brand alignment.
• experience in project coordination, scheduling, and document control during pre-Opening stages.
• Experience in pre-Opening is a must.
• A proactive, anticipatory approach with a strong sense of ownership and accountability.
• Impeccable grooming and personal presentation aligned with Luxury standards.