Switchboard Operator

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.