Telephone Operator

Job Synopsis:

To answer incoming phone calls and efficiently direct phone traffic and provide an exceptional level of service for guest and colleagues.

General Tasks and Responsibilities:

• Answer incoming calls, greeting callers, providing information, transferring calls and/or taking messages as necessary.
• Relay and route written and verbal messages.
• Place telephone calls or arrange conference calls as instructed.
• Keep records of calls placed and charges incurred.
• Record messages, suggesting rewording for clarity and conciseness.
• Stamp messages with time and date, and file them appropriately.
• To assist guest by providing information and services
• To dispatch guest request calls, initiating emergency response procedures, and wake up calls.
• To maintain excellent communication skills, a high level of customer orientation and the ability to remain calm in an emergency situation.
• Answer a high volume of calls and maintain a rapid response rate according to agreed standards.
• Log information on calls received, where required and maintain detailed and accurate records.
• Maintain and update continuously, by local knowledge and by local means, a log of the availability of staff likely to receive inbound calls.
• File data and perform other routine clerical tasks as assigned and for other departments as needed.
• Order and maintain relevant office supplies for effectiveness of personal duties.
• Operate a variety of standard office machines, including a personal computer and a variety of computer software, phone, fax, calculator, shredding machine and photocopy machine.
• Communicate and liaise verbally and in writing between customers/suppliers/visitors/enquirers and relevant staff, and interpret and respond clearly and effectively to spoken requests over the phone or in person, and to verbal or written instructions.
• Establish and maintain effective working relationships with co-workers, supervisors and the general public.
• Perform any reception duties in and efficient, professional and courteous manner.
• Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
• Pursue personal development of skills and knowledge necessary for the effective performance of the role.