Hotel switchboard operator
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Description
The hotel switchboard operator is the professional who looks after this communication service, endeavouring to apply proper standards of customer care and channeling the internal and external flow of information of the establishment. Depending on the size, category and in-house taskforce of the hotel staff the switchboard operator may, in addition to hi/her own duties, have to fulfil some of those specific to the reception service. In any case the hotel telephone service constitutes one of its business cards, given that it is an important communication channel in terms of establishing rapport with customers.
Tasks
- Look after the telephone switchboard and fax machine and divert calls to customer handsets or to the different hotel sections.
- Provide customers with information regarding the services available in the establishment.
- Register customer complaints and pass these on to the reception manager to facilitate their resolution.
- Collect messages on behalf of customers in their absence or in the event that they are unavailable to take the call.
- Arrange wake-up calls and "do not disturb" services when customers so request.
- Share information via the loudspeaker system.
- Fill in message and telephone call forms, indicating the origin and time of the call, the intended recipient and telephone number of the caller.
- Operate the telephone call rate calculator and calculate the cost of the call in the absence of an automated system.
- Keep a call register.
- In some establishment, he/she must look after the email service.
