SWISS-BELHOTEL INTERNATIONAL Page : 1 Of 3

JOB DESCRIPTION Index No. : FO – 04

Issued by : Front Office Department Effective Date : July 1, 1997

Position : Chief Telephonist Date of Revision : November 1, 2002

Department : Front Office

Report To : Assistant Front Office Manager

Front Office Manager

Basic Functions : To direct and coordinate the duties and responsibilities of all
telephone department, employees and provide efficient telephone
service to all hotel guests, patrons and staff.

Primary Duties :

1. Assist the Front Office Manager in setting the Telephone Operator training tools such
as job description, standards, and procedures, training plans as a guideline for the
Telephone Operator.

2. Develop operating standard and procedures for telephone department; constantly

monitor and proposed improvements when necessary.

3. Responsible for facilitating efficient communications for both guest and staff both
within hotel and for external communications

4. Supervise all telephone operators and ensure adherence to established telephone

standards and procedures.

5. Inform various persons according to the emergency manual when there is a fire alarm,
bomb threat and etc.

6. Acts proficiently in all aspects of emergency procedures. Remain calm, alert and
efficient in the event of major incident or problem at the hotel and maintain
professional discretion.

7. To ensure all Telephone Operators are trained and adhere to established greetings
and call handling standards / Brand standard.

8. To assist in the operation when necessary.

9. To be proactive thinking, to be able to react fast to problems, and to make sound

management decision.
 SWISS-BELHOTEL INTERNATIONAL Page : 2 Of 3
JOB DESCRIPTION Index No. : FO – 04

Issued by : Front Office Department Effective Date : July 1, 1997

Position : Chief Telephonist Date of Revision : November 1, 2002

10. Prepare schedules and ensure adequate manning for the switchboard at all times;
maintain up to date monthly attendance record for the Telephone department.

11. To liaise with PABX machine distributor / dealer closely on necessary equipment
changes.

12. To liaise with Engineering Department in conjunction with PABX maintenance and
preventive maintenance program.

13. Prepare and update internal telephone extension lists for distribution to all
departments.

14. To chair monthly meeting with all operators to review work performance and discuss
existing problems and areas for improvement.

15. To identify, plan, and conduct training programs for staff.

16. Read the logbook, and communicate with operators.

17. Resolve questions and problems relating to any callers and ensure expedient
telephone service and high guest satisfaction.

18. Ensure that all assigned personnel are well groomed and in uniform.

19. Be well versed and ensure that all telephone operators are also cognizant of all
emergency and fire procedures.

20. Maintain an efficient flow of communication between the telephone department and all
other departments of the hotel.

21. Fully aware of the operational budget; maintain pars for supplies; maintain effective
inventory control and re- order when pertinent and ensure that such are strictly
controlled.

22. Participate in departmental meetings and ensure that all assigned personnel are
informed of any and all changes in standards and procedures.

23. Take responsibility for any tasks required ensuring guest satisfaction and assisting
with administrative duties and special projects as requested.

24. Investigate all complaints from guests regarding to the telephone service and take the
proper action immediately.
 SWISS-BELHOTEL INTERNATIONAL Page : 3 Of 3
JOB DESCRIPTION Index No. : FO – 04

Issued by : Front Office Department Effective Date : July 1, 1997

Position : Chief Telephonist Date of Revision : November 1, 2002

25. Responsible for analysis of profit and loss of Telephone Department.

26. Liaise with the Chief Engineer on matters pertaining to In-House Piped-In Music, In-
House Video and other technical installations affecting the telephone exchange.

27. Effectively communicate guiding principles and core values to all operators under own
supervision.

28. To be familiar with Front Office Policies and Procedures, Job Description, and
Employee Handbook.

29. Perform other duties, which are assigned by the superior from time to time.

This job description is not exhaustive of all the job tasks, but guide and tasks maybe added
or removed by your immediate superior according to pressure of work.