04 Sbi Job Desc Chief Telephonist 04
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SWISS-BELHOTEL INTERNATIONAL JOB DESCRIPTION
Page Index No.
: 1 Of 3 : FO – 04
Issued by
: Front Office Department
Effective Date
: July 1, 1997
Position
: Chief Telephonist
Date of Revision
: November 1, 2002
Department
: Front Office
Report To
: Assistant Front Office Manager Front Office Manager
Basic Functions
:
Primary Duties
:
To direct and coordinate the duties and responsibilities of all telephone department, employees and provide efficient telephone service to all hotel guests, patrons and staff.
1.
Assist the Front Office Manager in setting the Telephone Operator training tools such as job description, standards, and procedures, training plans as a guideline for the Telephone Operator.
2.
Develop operating standard and procedures for telephone department; constantly monitor and proposed improvements when necessary.
3.
Responsible for facilitating efficient communications for both guest and staff both within hotel and for external communications
4.
Supervise all telephone operators and ensure adherence to established telephone standards and procedures.
5.
Inform various persons according to the emergency manual when there is a fire alarm, bomb threat and etc.
6.
Acts proficiently in all aspects of emergency procedures. Remain calm, alert and efficient in the event of major incident or problem at the hotel and maintain professional discretion.
7.
To ensure all Telephone Operators are trained and adhere to established greetings and call handling standards / Brand standard.
8.
To assist in the operation when necessary.
9.
To be proactive thinking, to be able to react fast to problems, and to make sound management decision.
SWISS-BELHOTEL INTERNATIONAL JOB DESCRIPTION
Page Index No.
: 2 Of 3 : FO – 04
Issued by
: Front Office Department
Effective Date
: July 1, 1997
Position
: Chief Telephonist
Date of Revision
: November 1, 2002
10.
Prepare schedules and ensure adequate manning for the switchboard at all times; maintain up to date monthly attendance record for the Telephone department.
11.
To liaise with PABX machine distributor / dealer closely on necessary equipment changes.
12.
To liaise with Engineering Department in conjunction with PABX maintenance and preventive maintenance program.
13.
Prepare and update internal telephone extension lists for distribution to all departments.
14.
To chair monthly meeting with all operators to review work performance and discuss existing problems and areas for improvement.
15.
To identify, plan, and conduct training programs for staff.
16.
Read the logbook, and communicate with operators.
17.
Resolve questions and problems relating to any callers and ensure expedient telephone service and high guest satisfaction.
18.
Ensure that all assigned personnel are well groomed and in uniform.
19.
Be well versed and ensure that all telephone operators are also cognizant of all emergency and fire procedures.
20.
Maintain an efficient flow of communication between the telephone department and all other departments of the hotel.
21.
Fully aware of the operational budget; maintain pars for supplies; maintain effective inventory control and re- order when pertinent and ensure that such are strictly controlled.
22.
Participate in departmental meetings and ensure that all assigned personnel are informed of any and all changes in standards and procedures.
23.
Take responsibility for any tasks required ensuring guest satisfaction and assisting with administrative duties and special projects as requested.
24.
Investigate all complaints from guests regarding to the telephone service and take the proper action immediately.
SWISS-BELHOTEL INTERNATIONAL JOB DESCRIPTION
Page Index No.
: 3 Of 3 : FO – 04
Issued by
: Front Office Department
Effective Date
: July 1, 1997
Position
: Chief Telephonist
Date of Revision
: November 1, 2002
25.
Responsible for analysis of profit and loss of Telephone Department.
26.
Liaise with the Chief Engineer on matters pertaining to In-House Piped-In Music, InHouse Video and other technical installations affecting the telephone exchange.
27.
Effectively communicate guiding principles and core values to all operators under own supervision.
28.
To be familiar with Front Office Policies and Procedures, Job Description, and Employee Handbook.
29.
Perform other duties, which are assigned by the superior from time to time.
This job description is not exhaustive of all the job tasks, but guide and tasks maybe added or removed by your immediate superior according to pressure of work.
Page Index No.
: 1 Of 3 : FO – 04
Issued by
: Front Office Department
Effective Date
: July 1, 1997
Position
: Chief Telephonist
Date of Revision
: November 1, 2002
Department
: Front Office
Report To
: Assistant Front Office Manager Front Office Manager
Basic Functions
:
Primary Duties
:
To direct and coordinate the duties and responsibilities of all telephone department, employees and provide efficient telephone service to all hotel guests, patrons and staff.
1.
Assist the Front Office Manager in setting the Telephone Operator training tools such as job description, standards, and procedures, training plans as a guideline for the Telephone Operator.
2.
Develop operating standard and procedures for telephone department; constantly monitor and proposed improvements when necessary.
3.
Responsible for facilitating efficient communications for both guest and staff both within hotel and for external communications
4.
Supervise all telephone operators and ensure adherence to established telephone standards and procedures.
5.
Inform various persons according to the emergency manual when there is a fire alarm, bomb threat and etc.
6.
Acts proficiently in all aspects of emergency procedures. Remain calm, alert and efficient in the event of major incident or problem at the hotel and maintain professional discretion.
7.
To ensure all Telephone Operators are trained and adhere to established greetings and call handling standards / Brand standard.
8.
To assist in the operation when necessary.
9.
To be proactive thinking, to be able to react fast to problems, and to make sound management decision.
SWISS-BELHOTEL INTERNATIONAL JOB DESCRIPTION
Page Index No.
: 2 Of 3 : FO – 04
Issued by
: Front Office Department
Effective Date
: July 1, 1997
Position
: Chief Telephonist
Date of Revision
: November 1, 2002
10.
Prepare schedules and ensure adequate manning for the switchboard at all times; maintain up to date monthly attendance record for the Telephone department.
11.
To liaise with PABX machine distributor / dealer closely on necessary equipment changes.
12.
To liaise with Engineering Department in conjunction with PABX maintenance and preventive maintenance program.
13.
Prepare and update internal telephone extension lists for distribution to all departments.
14.
To chair monthly meeting with all operators to review work performance and discuss existing problems and areas for improvement.
15.
To identify, plan, and conduct training programs for staff.
16.
Read the logbook, and communicate with operators.
17.
Resolve questions and problems relating to any callers and ensure expedient telephone service and high guest satisfaction.
18.
Ensure that all assigned personnel are well groomed and in uniform.
19.
Be well versed and ensure that all telephone operators are also cognizant of all emergency and fire procedures.
20.
Maintain an efficient flow of communication between the telephone department and all other departments of the hotel.
21.
Fully aware of the operational budget; maintain pars for supplies; maintain effective inventory control and re- order when pertinent and ensure that such are strictly controlled.
22.
Participate in departmental meetings and ensure that all assigned personnel are informed of any and all changes in standards and procedures.
23.
Take responsibility for any tasks required ensuring guest satisfaction and assisting with administrative duties and special projects as requested.
24.
Investigate all complaints from guests regarding to the telephone service and take the proper action immediately.
SWISS-BELHOTEL INTERNATIONAL JOB DESCRIPTION
Page Index No.
: 3 Of 3 : FO – 04
Issued by
: Front Office Department
Effective Date
: July 1, 1997
Position
: Chief Telephonist
Date of Revision
: November 1, 2002
25.
Responsible for analysis of profit and loss of Telephone Department.
26.
Liaise with the Chief Engineer on matters pertaining to In-House Piped-In Music, InHouse Video and other technical installations affecting the telephone exchange.
27.
Effectively communicate guiding principles and core values to all operators under own supervision.
28.
To be familiar with Front Office Policies and Procedures, Job Description, and Employee Handbook.
29.
Perform other duties, which are assigned by the superior from time to time.
This job description is not exhaustive of all the job tasks, but guide and tasks maybe added or removed by your immediate superior according to pressure of work.
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