Switchboard Operator

Park Hyatt Milano is a 5-star luxury hotel located in the heart of the city, overlooking the famous Galleria Vittorio Emanuele II and a few steps from Piazza del Duomo and the Alla Scala opera house.

The hotel has won the award for the World’s Best Service, by Travel + Leisure that recognizes excellence in every component of the life of the Hotel.

Main Duties and Responsibilities

As a Switchboard Operator at Park Hyatt Milano, you will be an essential part of our guest experience. Serving as a key point of contact, you will manage all internal and external calls with elegance, professionalism, and discretion reflecting the refined service that defines Park Hyatt. Your ability to communicate clearly, anticipate needs, and handle requests with efficiency contributes directly to creating an atmosphere of understated luxury for our guests.

1. Answer all internal and external calls promptly and courteously, in line with Park Hyatt service standards.
2. Direct calls to the appropriate departments or individuals with discretion and efficiency.
3. Provide accurate information about hotel services, amenities, and the local area.
4. Log and relay guest messages accurately and in a timely manner.
5. Handle guest requests with empathy and attention to detail, ensuring proper follow-up and resolution.
6. Operate the hotel’s communication systems, including the PBX console, HotSos and Extranet (e.g. Booking.com and Expedia).
7. Maintain accurate records and documentation related to communications, guest interactions, and system logs.
8. Uphold the highest standards of confidentiality and professionalism in all interactions.
9. Collaborate closely with Front Office and other departments to ensure a seamless guest experience.

Qualifications

1. Previous experience in a switchboard or guest services role in a luxury hotel environment is preferred.
2. Outstanding verbal communication and listening skills.
3. Clear, polite, and articulate speaking voice.
4. Strong sense of discretion and professionalism.
5. Proficiency in computer systems and the ability to efficiently operate hotel communication software.
6. Fluent in English and Italian; additional languages are a plus.
7. Calm and composed under pressure, with the ability to multitask effectively.
8. Genuine passion for hospitality and delivering exceptional guest experiences.

Benefits

1. 12 free nights per year of service across Hyatt Hotels worldwide
2. Employee and Friends & Family rates across Hyatt Hotels worldwide
3. Dry cleaning of business clothes
4. Complimentary meals on duty
5. Continuous Learning & Development opportunities
6. Staff celebrations
7. Settling the costs of urban public transport - ATM Milano