Answer all incoming telephone calls promptly, professionally, and courteously in accordance with hotel standards.
Handle all guest calls requests efficiently, accurately, and with a friendly attitude.
Provide guests with information regarding hotel facilities, services, restaurants, operating hours, and local information.
Receive, record, and coordinate guest requests such as transportation, wake-up calls, babysitting, housekeeping, maintenance, room service, and other hotel services.
Transfer and route calls to the appropriate department or colleague accurately and efficiently.
Take and relay messages for guests and colleagues, ensuring all information is recorded correctly and delivered promptly.
Maintain accurate records of guest requests, complaints, messages, and follow-up actions in the hotel system and/or Royal Service log.
Follow up on guest requests to ensure they have been completed to the guest's satisfaction.
Respond to guest complaints and inquiries professionally, resolving issues within the scope of responsibility and escalating them to the appropriate supervisor or manager when required.
Ensure all guest interactions are handled with discretion, confidentiality, professionalism, and respect.
Coordinate closely with Front Office, Housekeeping, Engineering, Food & Beverage, Concierge, Security, and other departments to ensure timely resolution of guest requests.
Assist with emergency calls and follow established hotel procedures for emergencies and security-related situations.
Manage wake-up call requests accurately and ensure calls are placed at the requested time.
Maintain the Telephone Operator/Royal Service logbook and prepare shift reports as required.
Monitor and respond to internal communication systems, guest service platforms, and hotel communication channels.
Ensure all pending requests are properly communicated during shift handover to ensure continuity of service.
Maintain a thorough knowledge of hotel facilities, room types, services, promotions, outlets, and current hotel information.
Ensure all guest information and requests are handled accurately and entered into the appropriate system.
Maintain a professional and courteous telephone manner at all times.
Assist in maintaining effective communication between guests, departments, and management.
Ensure quality and consistency in all aspects of guest service in accordance with the hotel's standards.
Adhere to the hotel's Procedures & Standards Manual, telephone etiquette standards, and Royal Service procedures.
Maintain a clean, organized, and professional work area.
Report any technical issues with telephone systems, communication equipment, or guest service systems to the appropriate department.
Assist with administrative duties related to Royal Service and telephone operations when required.
Carry out any other duties and responsibilities that naturally fall within the reasonable expectations of the position.
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