Telephone Operator

About the Role

Mandarin Oriental, Singapore invites applications for the role of Telephone Operator in its Telephone Department. The role requires managing incoming and outgoing calls efficiently, assisting guests with their inquiries, transferring calls professionally, and handling messages with accuracy. The Telephone Operator ensures exceptional customer service to enhance guest satisfaction and reports directly to the Telecommunications Manager.

Responsibilities

• Provide leadership to colleagues during shifts, ensuring smooth operation of the Telephone Department.
• Answer phone calls promptly while maintaining excellent telephone etiquette and a positive demeanor.
• Operate the NEC UA PBX system proficiently, understanding its functions and features.
• Respond quickly and clearly to Glowing requests and document resolutions.
• Report faults and maintenance issues promptly through Hotsos system.
• Complete and document daily task checklists assigned to the shift.
• Verify and process all wake-up call requests for guests, crew, and groups promptly.
• Handle incoming text and fax messages through the Fuji Xerox machine and ensure timely delivery to guest rooms in line with LQE standards.
• Investigate reported telephone and line faults thoroughly before involving external contractors and ensure proper documentation and purchase requests are raised for external jobs.
• Understand and process telecommunication wiring requests and rates for functions or guest rooms as requested by sales.
• Monitor IDD rates and verify overseas call records via Jazzware, ensuring postings are updated in HMS.
• Maintain knowledge of the hotel’s telephone and trunk inventory and manage programming through PCPro.
• Regularly update and verify information in the HMS Concierge Directory.
• Adhere to high grooming standards while on duty.
• Comprehend and follow hotel policies and procedures thoroughly.
• Have an extensive understanding of all hotel services and the Mandarin Oriental Hotel Group’s background.

Candidate Profile

• Experience in a similar frontline telephone operator position, preferably within the hotel industry.
• Strong communication skills and enthusiasm for guest interaction.
• Flexibility to work rotational shifts, including weekends and public holidays.

Employee Benefits

• Continuous Learning and Development programs tailored to support career growth at every stage.
• MOstay program offering complimentary stays and discounted room rates worldwide for employees and their families.
• Comprehensive health benefits and wellness programs aiming at work-life balance.
• Retirement plans based on service duration and role within the company.

Additional Information

Mandarin Oriental is globally recognized for luxurious hospitality that combines Asian heritage with modern luxury experiences. The Singapore property overlooks the iconic Marina Bay and stands as a sanctuary of sophistication.

We value team-oriented individuals who demonstrate integrity, respect, responsibility, and a growth mindset, eager to commit to exceptional service standards.