Professionalism: Telephone operator must be professional when answering calls; use standard phrases such as Good morning, Afternoon, How may I help you etc. Answer telephone calls properly and cautiously, connect or transfer calls to other departments.

Active Listening:

• Listen to caller’s requests carefully.
• Give full attention to what callers are saying, asking appropriate questions.
• Able to provide correct and full information to the general public.
• Ability to understand and follow simple oral and written directions.

Customer and personal service: Knowledge o principles and processes or providing guest and personal services. This includes assessment, meeting quality standards or services, and evaluation o guest satisfaction.

Good Knowledge:

• Must have good knowledge about the hotel facilities.
• Possess information about the city, vicinity areas, fairs and festivals happening in the city.
• Working knowledge of office terminology, procedures and equipment.

Clerical Aptitude: Able to perform clerical duties as and when required such as typing, proof reading and sorting mails and messages. It is good to have knowledge o administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.