Switchboard Operator - Anantara Palazzo Naiadi Rome Hotel

Job Description

The Switchboard Operator captures details from the incoming calls satisfying and exceeding each guest’s request. He or she should reflect the quality of the hotel to our guests and must possess strong communication skills. A positive attitude, knowledge of the hotel, and attention to detail are key requirements at Anantara.

KEY DUTIES AND RESPONSIBILITIES

1. Adhere to all Standard Operating Procedures.
2. Answer incoming calls.
3. Direct calls to guest rooms, staff, or departments through the switchboard or PBX system.
4. Place outgoing calls.
5. Receive guest messages and deliver them to the guests.
6. Log all wake-up call requests and perform wake-up call services.
7. Provide information about hotel services to guests.
8. Understand the telephone operator board or PBX switchboard operations.
9. Provide paging services for hotel guests and employees.
10. Know what action to take when an emergency call is required.
11. Monitor automated systems including fire alarms and telephone equipment when the engineering and maintenance department is closed.
12. Assist in reporting telephone equipment or service complaints and problems.
13. Follow telephone etiquette.
14. Train or assist with training new telephone operators in the performance of job duties.
15. Be fully aware of and adhere to health and safety procedures.
16. Utilize multitasking abilities, as a switchboard operator may be asked to perform other jobs as well.
17. Assist in the effective operation of the Reservations department to meet the business goals of the hotel.
18. Be polite and courteous while answering the phone.
19. Open and close telephone functionality on the hotel front office software.
20. Keep records of calls placed and received by all departments and record the call charges.
21. Set up conference calls in different locations and time zones.
22. Update directory information on the front office software.
23. Provide relay service for hearing-impaired guests.
24. Process guest wake-up calls.
25. Understand and apply hotel policies for no-shows, cancellations, credit, and pre-payment policies.
26. Stay up to date with current information and data of the hotel product, including room types, rates, features, facilities, food and beverage outlets & promotions, spa and health club, and other services and facilities.
27. Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction. Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.
28. Maintain a motivational working environment within the department and with other colleagues in the hotel.
29. Understand how the Sales office, Group Sales Department, and Front Desk relate to the Reservation Department.
30. Be knowledgeable about local seasonality and events.
31. Proactively promote other sister properties of Minor International.

Qualifications

1. Excellent guest service skills.
2. Excellent English skills.
3. Excellent communication skills.
4. Familiarity with hotel operations, available technology, and all distribution channels.
5. Understanding of the dynamics of the regional & local market, local competitors, and events of the destination.