Telephone Operator - Hotel in Mandau Talawang at Nadi Talent Group

Telephone Operator - Hotel

Telephone Operator (Luxury 5-star Hotel) Job Description

We are partnering with a prestigious luxury hospitality group to recruit professional and service-oriented Telephone Operators to join a high-standard hotel operation.

This role is ideal for hospitality professionals who are passionate about delivering refined service, understand 5-star standards, and take pride in creating memorable guest experiences.

Key Responsibilities

• Answer all incoming internal and external calls using the hotels prescribed luxury greeting, maintaining a warm, crystal-clear, and professional tone.

• Direct calls to the correct departments or guest rooms with 100% accuracy, utilizing "warm transfers" (announcing the caller) to ensure a seamless guest experience.

• Handle diverse guest requests, from wake-up calls and "Do Not Disturb" settings to room service orders and housekeeping needs, logging them instantly in the hotel's tracking system (e.g., HotSOS or Quore).

• Act as the primary communication hub during emergencies (fire alarms, medical emergencies, or power outages), following strict 5-star safety protocols and notifying the Emergency Response Team immediately.

• Maintain strict guest privacy by following data protection protocols; never revealing guest room numbers or names to unauthorized outside callers.

• Accurately record and distribute detailed messages for guests and management, ensuring timely delivery via email, physical note, or the in-room guest device.

• Maintain an up-to-date knowledge base of hotel outlets, operating hours, daily events, and local weather to provide instant answers to caller inquiries.

• Manage the manual and automated wake-up call system, ensuring every guest is greeted personally at their requested time with a professional "Good Morning" greeting.

Requirements

• Minimum 1.5 years of experience as a Telephone Operator or Call Center Representative or in a similar role within a 5-star hotel or luxury resort.

• Fluent in English, both spoken and written; additional language skills are an advantage.

• Proficiency in Property Management Systems and guest request tracking software.

• Ability to remain calm, focused, and polite during high-call-volume periods or during high-stress emergency situations.

• Superior listening skills to accurately capture guest requests and names, even with varying accents or poor line quality.

• Ability to type quickly and accurately while speaking to ensure guest requests are logged in real-time.

• Strong telephone etiquette and a disciplined approach to "invisible" service where the guest's only impression is your voice.

• Impeccable grooming, elegant posture, and a calm, polished demeanor.

• Excellent communication and interpersonal skills with a confident, welcoming presence; a "smile in the voice" is essential to project warmth over the wire.

• Willingness to work shift schedules, including weekends and public holidays.

What They Offer

• Competitive salary.

• World-class employee accommodation with a lounge, communal areas, and an exclusive leisure space.

• Opportunity to work with a luxury international hospitality brand.

• Professional, multicultural, and performance-driven environment.

• Exposure to global hospitality standards.

If you have experience in 5-star hospitality and are ready to elevate your career, we welcome your application.