Answer and route incoming calls promptly and courteously according to hotel standards.
Provide clear, accurate information about hotel facilities, services and local attractions.
Coordinate wake-up calls, record and relay messages, and maintain up-to-date phone directories.
Monitor the switchboard and escalate technical issues to Engineering or IT.
Guest Service
Handle guest enquiries, requests and complaints with empathy and timely resolution.
Communicate room changes, upgrades and special handling instructions to guests and relevant teams.
Maintain strict confidentiality of guest and hotel information.
Follow emergency protocols during fire, medical or security incidents and notify appropriate departments.
Rooms Control and Inventory
Manage room allocations to meet guest preferences, VIP requirements, group blocks and long-stay reservations.
Monitor and update room status including out-of-order and out-of-service rooms.
Coordinate with Reservations, Housekeeping and Front Office to ensure room readiness and smooth arrivals/departures.
Produce and review daily rooming reports, arrivals, departures and stayover lists to anticipate issues and recommend solutions.
Reporting and Systems
Maintain accurate guest preference profiles and room configurations in the PMS.
Generate daily occupancy and operational reports for management review.
Keep call logs and records current and contribute to continuous process improvements.
Job Requirements:
Minimum 1-2 years experience in a front office, reservations or rooms control role; combined Telephone Operator and Rooms Controller experience preferred.
Proficient with common Property Management Systems and telephone switchboards.
Good numeracy and attention to detail; able to produce accurate reports.
Customer service orientation and problem solving skills.
Coordination and teamwork across Reservations, Housekeeping and Front Office.
Job summary
Experienced in managing calls & enquiries while simultaneously controlling room inventory & allocations to maximise occupancy and guest satisfaction.
Beware of fraud agents! do not pay money to get a job
MNCJobz.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.