Telephone Operator

Qualifications & Competencies

Higher School Certificate;
A National Certificate in Level 3 from the Hotel School of Mauritius or holder of a Hospitality Diploma
Knowledge of Opera system
Computer literate (OPERA)
Experience in Hotel industry required
Outgoing and pleasant personality
Good communication skills and interpersonal skill
Fluent in both English and French, a 3rd language will be an advantage
Dynamic and self-motivated
Ready to perform odd hours of work

Roles and Responsibilities

1. Uses listening skills to put callers at ease and obtains accurate, complete information.
2. Takes and distributes messages for guests, provides information on guest services, and answers inquires about public hotel events.
3. Provides information about hotel services to guests.
4. Knows what action to take when an emergency call is required.
5. Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed.
6. Assists in reporting telephone equipment or service complaints and problems.
7. Trains or assists with training new telephone operators in performance of job duties.
8. Multitasking abilities will always come in handy, because a switchboard operator may be asked to do other jobs as well.
9. Keep records of calls placed and received by all departments and recording the call charges.
10. Should know the Sofitel product so as to provide the right information to guests.
11. To bill guests according phone calls.
12. Maintains guidelines, procedures and training practices set by hotel.
13. Ensures proper grooming as per hotel standards.
14. To be familiar with all hotel public rates
15. To be able to take reservation requests in case of absence of Reservation Coordinator
16. To be familiar with all room types, VIP levels and amenities

Experience

At least 2 years experiences in similar position