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JOB MODULE TELEPHONE OPERATOR

The Telephone Operator is responsible for managing telecommunications services to ensure guest satisfaction at InterContinental Hotels. Key responsibilities include processing calls, assisting guests, maintaining privacy, and adhering to safety protocols. The role requires strong customer focus, teamwork, adaptability, and cultural awareness while following established policies and procedures.

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1 views

JOB MODULE TELEPHONE OPERATOR

The Telephone Operator is responsible for managing telecommunications services to ensure guest satisfaction at InterContinental Hotels. Key responsibilities include processing calls, assisting guests, maintaining privacy, and adhering to safety protocols. The role requires strong customer focus, teamwork, adaptability, and cultural awareness while following established policies and procedures.

Uploaded by

panht120
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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JOB DESCRIPTION

JOB TITLE: Telephone Operator

AREA/DEPARTMENT: Rooms Division / Front Office / Telephone Operations

JOB BAND: 9

HOTEL LEVEL: I-V

REPORTS TO: Telephone Services Manager / Front Office Manager

POSITIONS SUPERVISED: Nil

JOB SCOPE: Under the general direction of the Telecommunication Manager


or Supervisor and within the limits of established
InterContinental Hotels Group brand and local policies and
procedures, oversees and directs all aspects of
Telecommunications services to achieve the highest possible
guest satisfaction. Promotes the desired work culture around
the five core values of Trust, Integrity, Respect, One Team and
Service of the InterContinental Hotels Group and the brand
ethos.

TESTIMONIAL: I hereby confirm having read the duties and agree to perform these duties as set
out in the Job Description to the required standards.

Signature: ……………………………………………………………………………………………

Date: ………………….

Copyright InterContinental Hotels Group


Last Updated: June 1, 2025

Page 1 of 3
Key Responsibilities
 Process all incoming and outgoing calls accurately and courteously
 Records and controls accurately wake up calls
 Pages guests in co-operation with concerned departments
 Records all entries on traffic sheets
 Assists guests with international calls and directory queries
 Calls guests by name whenever possible
 Pages staff member when requested
 Abides by principles of guest privacy
 Handles guests needs or requests and reports complaints to the Telephone Supervisor
 Report on logbook daily
 Bill call costs
 Aware of local telephone listings and frequently dialed numbers
 Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and
other critical situations
 Advises defects on switchboard equipment to Supervisor
 Maintains a clean work environment
 Attends to all guest queries and requests promptly
 Maintains detailed knowledge of the Hotel’s fire, life and safety system
 Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
 Maintain Hotel Information

Occupational Health and Safety Responsibilities


 Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and
within OH&S guidelines
 Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
 Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and
sensibly
 Initiate action to correct a hazardous situation and notify supervisors of potential dangers
 Log security incidents and accidents in accordance with hotel requirements

Key Competencies Key Tasks


Taking Responsibility  Strive for constant improvement and take responsibility for your own performance
 Adhere to InterContinental Hotel Group Corporate Code of Conduct
 Adhere to Hotel Handbook and general policies and procedures
 Adhere to Front Office Policies and Procedures
 Report problems to Management with suggestions for resolution

Understanding My Job  Clarifies own job responsibilities and looks for opportunities that will increase skills
and job knowledge
 Understands how their role fits with others and contributes to the success of business
 Understands the hotel’s facilities, products and services
 Provides information when requested and promotes hotel’s services, facilities and
special events
 Implements department procedures and policies as needed

Customer Focus  Build and maintain positive relationships with all internal customers and guests in
order to anticipate their needs
 Anticipate guest needs, handle guest enquires, and solve problems
 Create a positive hotel image in every interaction with internal and external customers
 Adhere to hotel brand standards
 Maintain a high level of product and service knowledge in order to explain and sell
services and facilities to guests
 Assist guests and escort them to locations within the hotel at their request
 Maintain knowledge of special programs and events in the hotel in order to recognize
and respond to guests needs
 Maintain current Hotel information to be able to provide information to guests
Copyright InterContinental Hotels Group
Last Updated: June 1, 2025

Page 2 of 3
Teamwork  Demonstrate co-operation and trust with colleagues, supervisors, teams and across
departments
 Communicate well to ensure effective shift hand-overs
 Actively participate in organised meetings
 Interact with department and hotel staff in a professional and positive manner to foster
good rapport, promote team spirit and ensure effective two way communication

Adaptability  Be open to new ideas and make changes in the job and routine as required
 Work in line with business requirements
 Complete tasks as directed by Management

Developing Self  Develop/update skills and knowledge (internally or externally) to reflect changed
technology or changed work requirements
 Seek feedback on areas of shortfall
 Maximize opportunities for self development

Reliability  Ensure that your work quality meets the standards required and complete tasks in a
timely and thorough manner with minimum supervision
 Follow standards, policies and procedures
 Meet hotel attendance and grooming standards

Cultural Awareness  Work effectively with customers and colleagues from different viewpoints, cultures
and countries

Copyright InterContinental Hotels Group


Last Updated: June 1, 2025

Page 3 of 3

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