Job Description:
- Answer internal and external calls promptly and professionally according to hotel standards.
- Direct calls to appropriate departments or personnel efficiently.
- Handle guest inquiries, requests, wake-up calls, and messages accurately.
- Update guest information and communication logs in the system (e.g., IDB, Opera or PMS).
- Coordinate with Front Office, Housekeeping, Engineering, and other departments to fulfill guest requests.
- Maintain up-to-date knowledge of hotel services, promotions, and operating hours.
- Monitor emergency calls and support the hotel’s communication protocols during incidents.
- Maintain cleanliness and organization of the telephone operator workstation.
- Ensure all guest interactions are handled with warmth, discretion, and professionalism.
Requirements:
- Minimum SPM or equivalent; Diploma in Hospitality or Communication is an advantage.
- Prior experience in a similar role in a hotel environment is preferred.
- Excellent communication skills in English and Bahasa Malaysia (spoken and written).
- Polite telephone etiquette with a calm and pleasant voice tone.
- Strong multitasking and time management skills.
- Familiar with hotel systems such as Opera or other PMS is an added advantage.
- Able to work shifts, weekends, and public holidays.