Reports disciplinary cases to the Front Office Manager
Organizes staff in the switchboard area in agreement with the Front Office Manager
MAIN DUTIES:
Perform the leadership function of the switchboard department
Establish and maintain effective all round control of the department through delegation
and co-ordination
Work closely with both management and subordinates, stimulating motivation and a sense
of group satisfaction
Participate and share in staff views by holding regular meetings
Effective running of the switchboard by controlling the following:
Guest calls
Management calls
Calls for hotel departments
Long distance calls via exchange
Holding and transferring of guest calls
Training of subordinates in the correct switchboard procedures according to corporate
standards
Ensuring that operators are neat and tidy in their work as well as the personal
appearance and they are punctual in reporting for their duties
Ensuring that accurate administrative records are kept e.g. guest comments, log book
maintenance
Checking that all cash calls are charged directly to customers phoning from concierge
Ensuring that all operators are familiar with guest information such as F&B Outlets,
special events, functions
Ensuring that operators know how to "sell" the hotel and its facilities
Ensuring that information concerning which Manager and which Duty Managers are on duty
is correct and clearly shown
Ensuring that correct procedures in paging are carried out and that pages are well
maintained
Ensuring that videos are ordered and played on time according to the scheduled daily
programme
Completion of a weekly duty roster
Ensuring that print outs are made of daily calls from internal extensions and that they
are checked i.e. to monitor extensions, no private calls from staff.
Proper keeping and maintaining of hotel equipment
Keeping the switchboard control room clean and tidy at all times
Reporting of guest complaints/ feedback to the Front Office Manager
Ensuring that line checks are done at the beginning of each new shift and the out of
order lines are reported accordingly
Ensuring that all staff in the department are familiar with emergency procedures
