15 Apr 2019

Switch Board Operator at Ole-Sereni

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To handle all incoming, outgoing and in-house calls, at the telephone exchange installed in the Hotel, as per standards communicated. Telephone calls are often the guests’ first contact with the Hotel. Telephone operators must provide excellent service at all times by ensuring promptness, courtesy and warmth.


  • Have worked at grade 1 – 2 in the hotel industry at an Equivalent or higher brand hotel
  • Clearly Demonstrated customer Service skills and talent
  • C+ in KCSE
  • Have undertaken either internally or through other sources the following course:
  • Customer Care / Hospitality
  • Communications Skills
  • Communicate clearly and understand the predominant language(s) of our guests.
  • Work in a standing position for long periods of time (up to 8 hours).
  • Education: High School or equivalent.
  • Proficient in computer operations including word, excel & outlook.
  • Good people management skills, communication and listening skills. Must be flexible and adaptable to change.
  • Demonstrate time management and organizational skills.
  • Must be internally motivated and detail oriented and have a passion for teaching others.
  • Must be able to work a flexible schedule including days, nights, weekends and holidays.
  • Punctuality and regular and reliable attendance.
  • Honesty and Integrity


  • To attend all incoming and outgoing calls promptly as per the set Ole Sereni’s standards.
External calls: “Good Morning/Afternoon/ Evening (depending on the time), Thank you for calling Ole-Sereni, My name is _________, how may I help you?”
Internal calls: ““Good Morning/Afternoon/ Evening (depending on the time), Operator,______ speaking, how may I help you?” For in-house guests, always use guest name:-Mr./Mrs. Brown.
  • Ensures that all calls are correctly and accurately recorded and charged in the charging system.
  • Ensures that all telephone calls are given top priority and answered efficiently maximum three rings.
  • Ensures proper handling of the telephone.
  • To handle trunk calls and overseas calls
  • Ensure messages are received, handled and delivered efficiently.
  • To ensure transfer of telephone calls is done promptly and efficiently.
  • Should not transfer calls unless the receiver comes online.
  • Ensures a clear, friendly and a pleasant smiling tone of voice when handling the telephone call.
  • Record and effect the wake-up call for all hotel guests.
  • To use the guest’s name whenever possible
  • Ensure that the telephone switchboard is never left unattended.
  • Ensure that the day to day hotel events are mastered.
  • Ensure that no private telephone calls are entertained while at the switchboard.
  • Ensure hotel guests’ privacy is maintained.
  • Ensure that all the equipment at the Telephone Operator’s room are clean and properly handled.
  • To handle all guests without bias or prejudice
  • To anticipate and provide for guest needs. Be proactive while on duty.
  • To promote a helpful, caring and professional image to guests and staff at all times.
  • To attend and participate fully in departmental and company training sessions as required by the hotel management, and to implement the given training as well as to taking responsibility for your personal development within the company.
  • Have thorough knowledge of Ole-Sereni, its history, facilities and activities available.
  • To follow the house rules and policies laid down by the management
  • To adhere to strict grooming and hygiene standards
  • To consciously and continuously strive to better his/ her skills and increase his/ her knowledge
  • To ensure that correct music is playing in the Lobby, Restaurants and Terrace.
  • To comply with any statutory and legal requirement for fire, licensing, health and safety and to ensure that you are working in accordance with these requirements

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