Switchboard Operator at Accor

The Switchboard Operator is responsible for efficiently managing telephone operations, ensuring that calls are routed appropriately, and providing prompt and courteous service to callers. The role involves handling a high volume of incoming and outgoing calls, maintaining accurate call logs, and assisting with internal communications to support the smooth operation of the business.

Key Responsibilities:

• Manage Telephone System: Operate the switchboard to answer and direct incoming phone calls, ensuring all calls are routed to the appropriate person or department.
• Provide Customer Service: Greet callers professionally, addressing their inquiries or directing them to the relevant department or personnel.
• Handle Voicemail: Record and relay messages to the appropriate employees when they are unavailable or when calls cannot be immediately answered.
• Monitor Call Volume: Maintain awareness of call volumes and prioritize calls based on urgency or importance.
• Transfer Calls: Efficiently transfer calls to the correct extension or department without delay, ensuring smooth communication.
• Keep Call Logs: Maintain accurate logs of calls made and received, documenting any necessary information or requests for follow-up.
• Provide Information: Answer general inquiries about company services, locations, hours, or other commonly requested information.
• Assist with Administrative Tasks: Perform administrative duties such as scheduling appointments, handling paperwork, or providing support to other departments when needed.
• Maintain Communication Systems: Ensure the proper functioning of the telephone system and notify relevant personnel of any technical issues.
• Follow Company Procedures: Adhere to all company policies and protocols when handling confidential or sensitive information.

Qualifications

• Certificate or Diploma in Hotel management is required (additional education or certifications in telecommunications is a plus).
• Previous experience as a switchboard operator, receptionist, or in a customer service role is preferred.
• Strong communication skills, both verbal and written.
• Ability to multitask and handle high-pressure situations.
• Professional phone etiquette and interpersonal skills.
• Attention to detail and good organizational skills.
• Basic knowledge of office software (Microsoft Office, etc.) and telephone systems.
• Ability to work independently and as part of a team.