Telephone Operator


Full job details

InterContinental Hotels & Resorts - Middle East & Africa
Job Type
Front Office
Job Level
At InterContinental
Hotels Group, we own, operate and franchise more than 5000 hotels, offering more than half a million guest rooms in nearly 100 countries.  By bringing
your expertise and passion to any one of our brands, you will help us achieve our
vision : to be the most preferred, admired and successful hotel company the
world over.

Job overview

Under the general
direction of the Guest Service Centre Supervisor/Front Office Manager and
within the limits of established by InterContinental Hotels Group and local
policies and procedures; oversees and directs all aspects of Telecommunication
services to achieve the highest possible guest satisfaction.

To act as the central
communication point of contact at the hotel by providing and co-ordinating
rapid responses to all guest requests, inquiries and needs; as well as
assigning work orders to appropriate personnel. To identify and anticipate
guest needs; ensure complete guest satisfaction. 

Duties and Responsibilities


  • Promote Inter-Hotel sales and
    in-house facilities.
  • Gain understanding of the
    departmental goals and financial targets and support your Line Manager to
    achieve these targets. 
  • Recycle where-ever possible
    and enforce cost saving measures where appropriate.


  • Comply
    with Hotel Rules and Regulations and provisions contained in the Employment
  • Comply
    with Company Grooming Standards and maintain a high standard of personal
    hygiene and be well groomed and well dressed at all times.
  • Comply
    with Time and Attendance Policies.
  • Actively
    participate in training and development programs and maximize opportunities for
    self development.


  • Demonstrate service attributes in accordance with industry expectations
    and company standards including:

    1. Being attentive to guests.
    2. Accurately and promptly fulfill guest’s requests.
    3. Anticipate guest’s needs.
    4. Maintain a high level of knowledge, which affects guest experience.
    5. Demonstrating a ‘service’ attitude.
    6. Taking appropriate action to resolve guest
    7. Answers all calls within 3 rings, using the guest surname at least three
      times throughout conversation.

  • Appreciate
    the dynamic nature of the Hotel industry and extend these service attributes to
    all internal customers.
  • Perform tasks as directed by
    your manager in pursuit of the achievement of business goals.
  • Inputs all Guests, Engineering,
    Housekeeping, etc. requests promptly and accurately into the QEMS rapid
    response system.
  • Monitors all calls that are
    in queue and answers appropriately.
  • Co-ordinates and assigns by
    dispatching work orders to the appropriate department and staff and ensures the
    assigned work orders are completed in accepted standard time and by priority.
  • Notifies guests or internal
    staff of any delays in performing work orders in accepted standard time and
    calls back guests to ensure guest satisfaction within accepted time frame.
  • Continually checks on the
    pending QEMS work orders that have not been completed.
  • Handles all guest wake-up
  • Handles guest messages –
    written and or voice mail and sends fax out regarding guest inquiries and
  • Logs all guest complaints
    and guest history into QEMS for future reference, tracks trends in service
    deficiencies and reports them to senior management.
  • Has the knowledge to
    check-in and check-out guests from Opera, through the telephone.
  • Knows the basics about what
    guests might request regarding Engineering requirements.
  • Handles guest calls for the
    pick-up and delivery of laundry, pressing, mending and dry-cleaning.
  • Updates all white boards
    with current information about the hotel and its activities and has complete
    knowledge of all in-house groups and banquet events current and future.
  • Well aware of the
    restaurants operating hours and specials/promotions within the operation as
    well as catering space requirements and locations.
  • Must ensure high
    recognition of Priority Club and Ambassador Members in order to achieve high
    scores in the HeartBeat survey.
  • Ensure maximum involvement
    in the HeartBeat program in order to obtain higher results.
  • Completes the beginning and
    ending shift duties that include turnover shift report, outstanding jobs not
    completed in QEMS and any other daily, weekly and monthly reports required by
    senior management.


  • Demonstrate understanding
    and awareness of all company policies and procedures relating to Health,
    Hygiene and Fire Life Safety and ensure your direct reports do the same.
  • Familiarize yourself with
    emergency and evacuation procedures
  • Ensure all security incidents, accidents and near
    misses are logged investigated and rectified to prevent future catastrophes


  • The Guest Service
    Centre Agent is responsible for dealing with guest requirements in a courteous,
    charming and professional sales-orientated manner to both internal and external
    guests.  The agent’s tasks are to provide
    a prompt and satisfactory resolution to any inquiry, request, and problem or
    complain from internal and external guests of the hotel.

Do you have what it takes to be a leader in the world's most global hotel company?

If so, make it happen and apply now for a career with InterContinental Hotels Group, where a world of personal and professional opportunities exist.

Ideally, the candidate must be a team
player and has good communication skills. He/She must be customer oriented and
is flexible to work in various shifts. 

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