About the role

Acts as the voice of the resort, handling all incoming and internal calls with warmth, accuracy and efficiency, and serving as the central dispatch point for guest requests.

Key duties & responsibilities

• Answer all calls within three rings using the brand greeting.
• Route calls accurately to extensions and rooms.
• Handle wake-up calls programmatically via PMS.
• Process guest service requests through HotSOS / dispatch system.
• Maintain confidentiality of guest stay information.
• Operate the public-address system in emergencies.
• Log all calls for analytics.

What you'll need

• OND/SSCE; HND an advantage.
• 1–3 years in call centre, switchboard or front-desk role.
• Customer Service Basics; Telephone Etiquette; First Aid.

Technical skills

Soft skills

Certifications

• Customer Service Basics; Telephone Etiquette; First Aid.

Key performance indicators

• Calls answered within 3 rings ≥ 95%.
• Wake-up-call accuracy 100%.
• Mis-routing < 1%.
• Average handle time within SLA.

Working conditions

Indoor seated work; rotating shifts including nights.

Career path

Senior Operator → Front Desk Supervisor.