Switchboard Operator

A luxury hospitality brand for modern travellers, connecting them to genuine places, people and stories through personal experiences, and providing heartfelt hospitality in the world’s most exciting destinations.

Anantara Hotels, Resorts & Spas is delighted to welcome the 5* Palazzo Naiadi to our worldwide collection of exclusive hotels and resorts. With the perfect centric location for both leisure and business, this 19th century marble palace hotel is situated on the majestic Piazza della Repubblica, right in front of the famous Diocletian Thermal Baths dating from 306 BC and just a stone’s throw from the city’s iconic monuments.

**SWITCHBOARD OPERATOR - ANANTARA PALAZZO NAIADI ROME**:
We are looking for a Switchboard Operator to join our luxury hotel Anantara Palazzo Naiadi Rome.

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 guest and must be a very strong in communication skills. A positive attitude, knowledge of the hotel and attention to details are all key requirements in Anantara.

KEY DUTIES AND RESPONSIBILITIES

Please note that this is not an exhaustive list of everything that needs to be done. Anantara employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:

- Adhere to all Standard Operating Procedures.
- Answers incoming calls.
- Directs call to guest rooms, staff, or departments through the switchboard.
- Places outgoing calls.
- Receives guest messages and deliver the same to the guest.
- Logs all wake-up call requests and performs wake-up call services.
- Provides information about hotel services to guests.
- Understand the telephone operator board.
- Provides paging services for hotel guests and employees.
- Knows what action to take when an emergency call is required.
- Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed.
- Assists in reporting telephone equipment or service complaints and problems.
- Following telephone etiquette.
- Trains or assists with training new telephone operators in performance of job duties.
- To be fully aware of and adhere of health and safety procedures.
- Multitasking abilities will always come in handy
- Assist in the effective operation of the Reservations department, to meet the business goals of the hotel.
- Must be polite and courteous while answering the phone.
- Open and close telephone functionality on the hotel front office software.
- Setup conference calls in different locations and time zones.
- Update directory information on the front office software.
- Provide relay service for hearing-impaired guests.
- Process guest wake-up calls
- To be up to date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.
- 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.
- Maintain a motivational working environment within the department, and with other colleagues in the hotel
- Understand how the Sales office, Group Sales Department and Front Desk relate to the Reservation Department.
- Be knowledgeable about local seasonality and events.
- Proactively promote other sister properties of Minor International.

HOW YOU CAN SUCCEED IN THIS ROLE

Within Anantara, the top-performing people who do this job always demonstrate the following attitude:
They always try to anticipate and exceed the needs of customers and colleagues

They use their own initiative and good judgement to solve problems in a calm and efficient way

They enjoy working with others to achieve common goals. They volunteer as required to ensure the success of the team

They act with personal professionalism and integrity at all times

They always conduct business honestly and fairly. They keep sensitive information confidential.

They can prioritize their workload effectively and be organized and structured at work

They manage their time and pay attention to detail. They know their jobs, and are able to work without close supervision.

They display a positive attitude, even under pressure. They personally check their work to ensure its accuracy.