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TELEPHONE OPERATOR

COSTA SMERALDA

SARDINIA, ITALY

Starting date: June 2022 (3 Months Contract)

Exclusive luxury 5* Resort, located in Sardinia, is looking for a Telephone Operator (Seasonal Contract)


Role Description:

We are currently seeking for passionate and dynamic guest focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.


This position will primarily be responsible for:

As a Telephone Operator you are responsible to provide professional and customer focused service to our guests, ensuring their stay will become a memorable experience and your role will include key responsibilities such as:

  • Telephone Operator operates the telephone switchboard station in order to answer telephone calls and process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls.

  •  Provide information to guests about room features, property amenities, and local areas of interest.

  • Ensure hotel brand standards, policies and procedures are adhered to at all times.

  •  Advise guests of any messages (e.g. voicemail, e-mail, faxes) received for them and send to room, if required.

  • Assist guests with accessing the Internet. Report accidents, injuries, and unsafe work conditions to the management.

  • Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly. Log all guest requests or issues into computer, contact appropriate individual or department (e.g. Bellman, Housekeeping, Engineering) and follow up with guests to ensure their request has been met to their satisfaction.

  • Maintain complete knowledge of all hotel features/services, hours of operations, all hotel restaurant food concepts, menu price range, dress code and ambiance, all hotel room types, numbers/names, layout, amenities and locations, all hotel room rates, special packages and promotions, daily house count and expected arrivals/departures, scheduled daily group activities, names and locations of meeting/banquet rooms, room availability status for any given day.

  • Organize and implement all special needs, personal preferences and amenity distribution in accordance with the department’s standards and procedures.

  • Answer and direct all external incoming telephone calls following the standard telephone etiquette.

  • Handle guests’ complaints and take action to resolve problems.

  • Accept and relay guests’ messages, either manually, in writing or through voice mail system.

  • Take request for wake up calls and follow through to ensure guests receive their wake up call at the requested time.

  • Greet guests with a cheerful and pleasant voice using guests name at least during the conversation.

  • Respond to emergency situations calmly, effectively, according to the hotel guidelines.

  • Actively participate in sending and distribution of all incoming and outgoing faxes and messages.

  • Understand and know all SOPs for fire evacuation, emergency situation..

  • Develop and maintain positive and productive working relationships with other employees and departments. Support all co-workers and treat them with dignity and respect.

Desired Skill & Expertise


The ideal candidate will be customer driven with a courteous, helpful, proactive and ‘switched on’ personality and a dynamic and approachable character.


You must be passionate and with a positive attitude, while possessing following additional competencies:

Understanding the Job
Taking Responsibility
Recognizing Differences
Customer Focus
Adaptability
Teamwork

  • High School Diploma required, advanced degree in hospitality related field preferred.

  • 2 years of previous telephone operator experience is preferred.

  • Must have strong verbal and written communication skills – Fluent English and Italian (Mandatory).

  • Proficient PMS skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel) and Protel.


Instructions to apply for this position:


1) Apply for the job position completing the Video Interview OR enclosing your resume.
2) Our team will evaluate your interview and profile, and we will coordinate a second stage with the selected candidates.

Looking forward to receive your application.