Job Description

Telephone Operator

We are seeking a warm, professional, and detail-oriented Telephone Operator to join our Front Office team. As the voice of the resort, this role plays a key part in creating exceptional first impressions and ensuring seamless communication between guests, hosts, and departments.

The Telephone Operator is responsible for handling incoming and outgoing calls professionally, coordinating guest requests efficiently, and delivering accurate information while maintaining the highest standards of luxury hospitality and guest care.

Key Responsibilities

• Answer all incoming calls professionally and in accordance with resort standards and SOPs.
• Direct calls efficiently to guest villas, departments, and hosts through the switchboard system.
• Handle outgoing calls, wake-up call requests, and guest messaging services accurately and promptly.
• Provide guests with accurate information regarding resort facilities, dining, activities, experiences, and services.
• Coordinate guest requests and ensure timely follow-up with the relevant departments.
• Maintain and update guest profiles, notes, and communication records in Opera.
• Assist with pre-arrival communication and guest coordination processes.
• Ensure all guest information and resort-related information are handled with confidentiality.
• Handle guest complaints and concerns professionally, ensuring proper follow-up and resolution.
• Support arrival and departure coordination, including registration cards, manifests, and communication updates.
• Maintain professional grooming, hygiene, and safety standards at all times.

What We're Looking For

• Previous experience in telephone operations, guest services, front office, or hospitality roles is preferred.
• Excellent verbal and written communication skills in English.
• Warm, confident, and professional telephone etiquette.
• Good organizational ability with strong attention to detail.
• Ability to multitask and remain calm in a fast-paced environment.
• Familiarity with Opera PMS and Microsoft Office is an advantage.
• Positive, service-oriented attitude with a strong sense of professionalism and confidentiality.
• Ability to work flexible shifts, including nights and weekends.
• Strong guest relations and ability to work well in a team environment.