The hotel switchboard generally belongs to the front office, and the most basic work is to transfer calls and convey information, as well as to leave messages, wake up calls and other services. But according to the difference of hotel management mode, it is not the same. Some hotel operators have to share the inquiries from the front desk, the reservations made by the reservations department, the reservations made by the catering department, and the information services provided by the room center.

there is nothing difficult about the specific operation of the work, and the telephone machine can be learned in two days; Perhaps the biggest difficulty is to work the night shift, depending on whether you are used to it.

The job responsibilities of the hotel switchboard are as follows:

Responsibilities 1: Job responsibilities of the hotel switchboard

Familiar with all businesses and knowledge within the group;

do a good job of succession;

transfer every call quickly and accurately according to working procedures;

Be enthusiastic, courteous and prompt in answering guests' inquiries;

take the initiative to help guests find the phone number or keep the phone secret for guests;

accurately provide wake-up service for guests;

master the organization of the store, and be familiar with the names and voices of the main responsible persons and managers of various departments in the store;

be familiar with the telephone numbers commonly used in the city;

familiar with the knowledge about inquiry;

master the functions of the equipment in the main computer room, and make full use of the function keys when operating.

Responsibility 2: Responsibilities of the hotel switchboard

Stick to your post, be loyal to your duties, establish the idea of serving the guests wholeheartedly, respond politely and treat them equally. Be patient and meticulous, and stress efficiency.

according to the working procedure, transfer every call quickly and accurately, ensure smooth communication, and make records.

Respond warmly, politely and quickly to the guests' inquiries, and provide long-distance telephone services such as registration, message leaving, wake-up call and consultation.

be familiar with the telephone numbers commonly used in the city, and take the initiative to help the guests find the telephone numbers and connect the local calls.

be familiar with the area codes of major cities and the telephone numbers of major hotels in major cities.

when accepting an international call, you should ask whether it is the other party's payment, register it, and calculate the accounts receivable.

be familiar with the internal organization of the hotel and the extension numbers, names and voices of the main responsible persons and department managers in the hotel.

consciously abide by the communication confidentiality system.

if you encounter any situation or emergency outside your daily work, don't handle it without authorization. You should report it to the supervisor in time, notify the leaders of relevant departments and make records.

take good care of the equipment in the main computer room, ensure that the communication equipment is clean and tidy, and maintain its normal work.

master the functions, operating procedures and precautions of local commercial network machinery and equipment, and strictly abide by computer operating procedures.

study hard, improve the level of foreign language conversation, enrich your knowledge, stress pronunciation and intonation, and provide quality telephone service for guests, so as to safeguard the reputation and interests of hotels.

Carry out the handover system, strictly handle the handover procedures, and focus on the key situations to ensure the accuracy and continuity of the work.

consciously abide by the rules and regulations of the hotel and the staff code, do not use the convenience of work to get in touch with the guests, do not talk to the guests on the phone about topics unrelated to work, do not use the convenience of work to go to the guests' rooms, and do not disclose hotel secrets or violate relevant foreign affairs disciplines.

Responsibilities 3: Job responsibilities of the hotel switchboard

Being the leader of the switchboard operation group in the front hall, taking charge of all matters of the group.

assist the front office manager to supervise and control the working procedures of the telephone switchboard operation group.

assist and guide all telephone operation matters.

provide excellent and efficient service quality to guests.

handle telephone complaints from residents and complaints from employees of the group.

listen to the residents' opinions and answer their questions.

supervise the work of the switchboard operator and monitor his operation, appearance and attitude towards the guests.

Try to meet the special requirements of residents, such as long-distance telephone arrangement.

Take charge of the control of consumables required by the switchboard operation group.

hold a meeting of the operator group of the telephone switchboard once a week.

responsible for all telephone inquiries.

prepare the staff leave and shift change table in the switchboard operation group.

arrange all personnel transfers within the group.

train switchboard operators.

when the operator of the telephone switchboard fails to go to work in time in an emergency, such as a rainstorm.

regularly check the property of the switchboard operation group.

improve the hospitality level and morale of the staff in the group.

record the special events that happened in the switchboard operation group that day in the notebook of the group.

assist in executing the disciplinary action of the operator of the switchboard.

evaluate the work performance and attitude of switchboard operators.

establish a perfect file processing system for the telephone switchboard operation group.

assist the front office manager in formulating the budget of the telephone switchboard operation group.

take charge of the maintenance declaration of telephones and telephone lines.