What exactly does a hotel switchboard do? What are the difficulties in this type of work?

The hotel switchboard generally belongs to the front office, and its most basic tasks are to transfer calls and convey information, as well as to provide services such as leaving messages and wake-up calls. But it is different depending on the hotel management model. Some hotel switchboards have to share inquiries at the front desk, room reservations in the reservation department, food orders in the catering department, and information services in the guest room center.

There is nothing difficult about the specific operation of the work. You can learn how to use the telephone in two days. Perhaps the biggest difficulty is that you have to work the night shift. It depends on whether you are used to it.

The hotel switchboard job responsibilities are as follows:

Responsibility 1: Hotel switchboard job responsibilities

Be familiar with all business and knowledge within the scope of this group;

Do a good job in shift handover work;

Transfer every call quickly and accurately according to work procedures;

Respond to guests' inquiries enthusiastically, politely, and quickly;

Proactively help guests find their phone numbers or keep their phone numbers secret;

Accurately provide wake-up services to guests;

Understand the store organization and be familiar with the store The names and voices of the main person in charge and the managers of each department;

Familiar with the commonly used telephone numbers in the city;

Familiar with the knowledge of inquiries;

Understanding all aspects of the main computer room The functions of the equipment, know how to make full use of each function key when operating.

Responsibility 2: Hotel switchboard job responsibilities

Stick to your position, be loyal to your duties, establish the idea of ????serving guests wholeheartedly, respond politely, and treat guests equally. Be patient, meticulous and efficient.

Transfer every call quickly and accurately according to work procedures, ensure smooth communication, and make various records.

Respond to guests' inquiries enthusiastically, politely and promptly, and provide guests with telephone services such as long-distance, registration, leaving messages, wake-up calls, and consultation.

Be familiar with commonly used telephone numbers in the city and proactively help guests find phone numbers and connect local calls.

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

When accepting international calls, you should ask whether the other party is paying, register, and calculate the accounts receivable.

Be familiar with the internal organizational structure of the hotel and the extension numbers, names and voices of the main persons in charge and department managers within the hotel.

Consciously abide by the communication confidentiality system.

When encountering situations or emergencies outside of daily work, do not handle them without authorization. Report to your supervisor in a timely manner, notify relevant department leaders, and keep records.

Take good care of the equipment in the switchboard room, ensure that the communication equipment is clean and maintain its normal operation.

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

Study hard on business, improve foreign language conversation skills, enrich your knowledge, pay attention to pronunciation and intonation, and provide guests with high-quality language services to maintain the reputation and interests of the hotel.

Implement the handover system, strictly handover procedures, and explain key situations to ensure the accuracy and continuity of work.

Consciously abide by the hotel's rules and regulations and employee codes. You are not allowed to use your job to build relationships with guests, you are not allowed to talk to guests on the phone about topics unrelated to work, and you are not allowed to use your job to go to guests' rooms. , shall not reveal hotel secrets or violate relevant foreign affairs disciplines.

Responsibility 3: Hotel switchboard job responsibilities

Be the leader of the telephone switchboard operation group in the front office department and be in charge of all matters of the group.

Assist the front office manager in supervising and controlling the work procedures of the telephone switchboard operation team.

Assist and guide all telephone operations.

Provide guests with excellent and efficient service quality.

Handle telephone complaints from residents and complaints from staff of the team.

Listen to guests’ opinions and answer their questions.

Supervise the work of telephone switchboard operators and monitor their operations, appearance and attitude toward customers.

Try to meet guests’ special requests, such as arrangements for long-distance calls, etc.

In charge of the control of consumables required by the telephone switchboard operation group.

Convene a meeting of the telephone switchboard operations group once a week.

Responsible for all telephone inquiries.

Prepare employee holiday and shift schedules within the telephone switchboard operation group.

Arrange all personnel changes within the team.

Train telephone switchboard operators.

When on duty in an emergency, such as a heavy rainstorm, the telephone switchboard operator fails to return to work in time.

Regularly inventory the property of the telephone switchboard operations team.

Improve the level of hospitality and morale of employees within the team.

Record the special events that occurred in the telephone switchboard operation group on the day in the group's note book.

Assist in enforcing disciplinary sanctions against telephone switchboard operators.

Evaluate the work performance and attitude of telephone switchboard operators.

Develop a complete file processing system for the telephone switchboard operation team.

Assist the front office manager in formulating the budget for the telephone switchboard operations team.

Manage telephone and telephone line maintenance reporting matters.