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Telephone Operator

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Accor

3mo ago

  • Job
    Full-time
    Entry & Junior Level
  • Hospitality & Retail
    People, HR & Administration
  • Mumbai

AI generated summary

  • You need a high school diploma, strong written and verbal communication skills, excellent organization, problem-solving abilities, and the capacity to thrive in a busy environment.
  • You will ensure smooth operations, provide customer service, handle cash, maintain records, coordinate with departments, and uphold high standards while greeting guests and resolving issues.

Requirements

  • High school Diploma or equivalent.
  • Excellent communication skills, both written and verbal required
  • Excellent organizations skills and ability to find solutions
  • Able to cope with the pressures of a very busy environment

Responsibilities

  • Liaise with different departments for smooth and co-ordinated work.
  • Should ensure that the team members are adhering to the Human Resource policies.
  • Provide effective support to the team to enable them to provide effective and efficient services.
  • Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.
  • Identify optimal, cost effective use of the resources and educate the team on the same.
  • Cash of the hotel to be used only for hotel or guest purpose.
  • Dropping of any cash collection during the shift in the cash drop box and mentioning the same in cash drop register.
  • Co-ordinating with Finance if any deviation from the same.
  • Keep the Team Leader and Assistant Manager briefed at all times.
  • Ensure quality and appropriateness of customer service provided.
  • To maintain Front Office log book and shift reports.
  • Respond to inquiries and resolve problems in an effective manner.
  • Ensure all guests receive a swift, smooth, professional and friendly check in and check out.
  • Ensure quality in all aspects of the job.
  • Maintain record of all banquet and any other functions in the hotel.
  • Liaise with other departments for the resolution of day-to-day administrative and operational issues.
  • Carry out other duties which naturally fall within the reasonable expectations of the post.
  • Adhere to the Procedures & Standards Manual.
  • Display a proactive approach in initiating and implementing initiatives to provide an improved service in all areas.
  • Liaise with Housekeeping for the Room Status.
  • Handle additional responsibilities as and when delegated by the Management.
  • Thorough knowledge about the hotel and different Accor Hotel in India along with the call centre number.
  • Maintain records for banquet event happening in the conference or any other area of the hotel.
  • Should be smiling and have a welcoming attitude while at reception, on phone or any other part of the hotel.
  • Responsible for daily administration, meeting and greeting visitors, dealing with guests’ queries and complaints, and booking rooms.
  • Maintain high standards of customer services at the Reception desk so that customers’ expectations are consistently exceeded.
  • Ensure cleanliness of all areas under the Front Office viz., Lobby, corridors, main staircase and drive away.
  • Helping other department in case of emergency.
  • All employees to safeguard their health and safety, and the health and safety of others, in the workplace.
  • Be ready and responsible for any job, which may be assigned by the Management.

FAQs

What are the main duties of a Telephone Operator at Accor?

The main duties include administration, customer service, financial responsibilities, operational tasks, and ensuring cleanliness in the front office area.

What qualifications are required for this position?

A high school diploma or equivalent is required, along with excellent communication skills, both written and verbal, strong organizational skills, and the ability to cope with a busy environment.

Is prior experience in hospitality necessary for this role?

While prior experience in hospitality can be beneficial, it is not explicitly stated as a requirement. Strong communication and organizational skills are emphasized.

What does the customer service aspect involve for a Telephone Operator?

The customer service aspect involves responding to customer queries, resolving issues efficiently, and ensuring high levels of customer satisfaction during check-in and check-out.

Are there opportunities for career growth at Accor?

Yes, Accor supports employee growth and learning, providing opportunities for career advancement within the company.

How do Telephone Operators maintain communication with other departments?

Telephone Operators liaise with different departments to ensure smooth and coordinated work, address operational issues, and maintain records for events and functions in the hotel.

What kind of work environment can be expected?

The work environment is fast-paced and busy, requiring the ability to handle pressure while providing high-quality customer service.

What are the expectations for team collaboration in this role?

Team collaboration is vital, as Telephone Operators must provide support to team members while adhering to human resource policies and operational procedures.

What does the role involve regarding financial responsibilities?

Financial responsibilities include identifying optimal resource use, ensuring hotel cash is used appropriately, managing cash collections, and coordinating with finance for any discrepancies.

Are there any specific health and safety responsibilities for employees?

Yes, all employees are responsible for safeguarding their health and safety, as well as the health and safety of others in the workplace.

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Accor

Travel & Leisure
Industry
10,001+
Employees

Mission & Purpose

Accor is a leading global hospitality group offering a diverse portfolio of over 5,300 hotels and residences across more than 110 countries. It encompasses a wide range of brands, from luxury to economy, such as Raffles, Fairmont, Sofitel, Novotel, and ibis. Accor is committed to providing exceptional guest experiences through innovative services and a strong focus on sustainability and community engagement. The company aims to create memorable stays while contributing positively to the environment and the communities where it operates.