Hotel Liaison/ PBX

Job Description

Job Description

Description:

Nine Orchard

At Nine Orchard , we redefine hospitality through warm, personalized service and an attention to detail that reflects our rich history and sophisticated clientele. As Hotel Liaison, you play a vital role in shaping the guest experience, ensuring all guest inquiries, reservations, and requests are handled promptly and accurately while maintaining the highest level of professionalism and service standards.

Key Responsibilities

• Answer, record, and process all guest calls, requests, and concerns in a timely and courteous manner.
• Manage hotel reservations and accurately input all details into Infor .
• Operate the hotel’s telephone switchboard system and route calls appropriately.
• Enter and dispatch guest requests through the ALICE operating system to the relevant department (Housekeeping, Front Office, Engineering, or Room Service).
• Coordinate guest services such as wake-up calls, call forwarding, conference calls, do-not-disturb, and message delivery.
• Assist guests with technical or internet access issues and connect them with appropriate support as needed.
• Perform regular checks of communication equipment to ensure proper operation.
• Follow up with guests to confirm satisfaction and resolution of any issues.
• Dispatch bell staff and coordinate guest assistance as required.
• Maintain guest confidentiality and adhere to all company policies and procedures.
• Ensure professional appearance and adherence to uniform standards at all times.
• Communicate effectively and professionally with guests, colleagues, and management.
• Support a positive and collaborative work environment and assist other departments when needed.
• Perform additional related duties as assigned by management.

Requirements:

• Previous housekeeping experience in a luxury or boutique hotel preferred.
• Strong communication skills and a warm, courteous manner.
• Ability to manage time efficiently and work independently with minimal supervision.
• Must be able to stand, sit, or walk for extended periods.
• Must be able to stand, move, bend, and lift up to 10 lbs without assistance.
• Knowledge of Infor and ALICE systems preferred
• Flexible schedule, including availability on weekends, evenings, and holidays.
• A passion for hospitality and an appreciation for thoughtful, guest-centered service