Telephone Operator

2 weeks ago

Tangerang, Indonesia MERCURE Full time

**Company Description** Mercure Serpong Alam Sutera**

Located in the heart of Alam Sutera, Mercure Serpong Alam Sutera is situated between EMC Hospital and Living World Shopping Mall, at the center of the lifestyle, entertainment, and gastronomical hub. Our 171 stylish rooms and modern facilities make our hotel ideal for both business and leisure traveler.

**Job Description** Job Summary**:
The Telephone Operator is responsible for handling incoming and outgoing calls, providing information to guests, and ensuring smooth communication within the hotel. They must maintain a professional and courteous demeanor while assisting guests and hotel staff with their inquiries.

**Key Responsibilities**:
**Guest Services**:

- Answer incoming calls promptly and professionally.
- Provide accurate information about the hotel’s services, facilities, and local attractions.
- Handle guest requests, complaints, and inquiries efficiently.
- Take and deliver messages accurately to guests and hotel departments.
- Assist with wake-up calls as requested by guests.

**Hotel Communication & Coordination**:

- Direct calls to the appropriate departments or personnel.
- Monitor and relay internal communication between departments.
- Notify relevant departments of guest requests or complaints for resolution.
- Maintain an updated directory of hotel extensions and contacts.

**Administrative Tasks**:

- Log all calls, messages, and wake-up requests properly.
- Maintain confidentiality of guest and hotel information.
- Follow hotel policies and procedures regarding telephone etiquette and security.
- Assist with emergency procedures by handling emergency calls and notifying the appropriate personnel.

**Qualifications**
- High school diploma or equivalent.
- Previous experience in a similar role or customer service preferred.
- Excellent communication and telephone etiquette.
- Fluency in English (additional languages are a plus).
- Ability to multitask and work under pressure.
- Professional and friendly attitude.

**Additional Information**
Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

When applying, do not hesitate to let us know of any specific needs you may have so that we can consider them.

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