Telephone Operator

Marriott

Key Responsibilities

• Answer incoming calls promptly and professionally
• Direct calls to guest rooms, departments, and staff through the PBX system
• Place outgoing calls and relay messages efficiently
• Log service requests, defects, and incidents using the GXP system
• Provide guests with accurate information about hotel services
• Understand PBX switchboard functions and correct emergency procedures
• Monitor automated systems including CCTV when engineering is closed
• Handle room service order-taking and ensure accuracy and timely communication
• Report telephone equipment issues and service problems
• Assist in training new telephone operators
• Follow all health, safety, emergency, and security procedures
• Maintain polite and courteous guest communication at all times
• Keep detailed records of calls placed and received, including call charges
• Update guest information on PMS/Opera systems
• Upload in-house registered guest details to the CID system
• Perform additional tasks and guest-related duties as assigned

Skills Set

• PBX and switchboard operation
• Guest communication and service coordination
• Call logging and information management
• Knowledge of PMS/Opera systems
• Emergency call handling
• Multitasking and time management
• CCTV monitoring basics
• Record keeping and accuracy
• Polite and professional phone etiquette
• Team communication and cooperation