Switchboard Operator at Accor Hotel

Job Description

Position Summary

• The Switchboard Operator has the responsibility to provide administrative support to the Front Office department by completing arrival preparations for the following day, by ensuring all guests requests and celebrations are highlighted and communicated to the relevant departments. The Switchboard Operator has the responsibility to complete the daily staff transport list for all Heartists of the hotel. Answering of phone calls and the coordination of messages is required to ensure accurate communication within the hotel. The Switchboard Operator will be responsible for managing all internal and external calls received directly to the Hotel main line.

Guest Experience

• Has the responsibility to ensure WBK, HIP and VIP profiles are completed and emailed to all departments of the hotel on a weekly basis
• Switchboard sets the tone for the guest experience as they provide assistance and information in all aspects of a guests’ stay, therefore clear and concise communication is required to exceed guest expectations and to anticipate guest needs

Key Responsibilities and Duties

• Answering all calls according to the Fairmont (Royal Service) and Leading Hotels of the World Standards.
• Assisting callers with relevant information were possible relating to the outlets, facilities and services offered at the hotel including the operating hours.  
• Directing calls to relevant departments.
• Coordinating staff transport effectively.
• Assist with management of Front Office printers and the coordination of monthly services.
• Complete daily arrival prep for the following day, which includes arranging gifting according to special occasions, status level of ALL members as well as HIP, HIM and WBK guests. This also includes the printing of vouchers for value adds as well as the preparation of gifting.
• Coordinates all incoming emails and delivery of guest messages.
• Assist in the induction process of new recruitments within the switchboard sub department.
• Ensure transport lists are sent out timeously on a daily basis.
• Ensure that the Back Office area is clean and tidy at all times.  
• Recording and distributing of guest supplies upon request. Have the responsibility to ensure PAR levels are maintained and to place orders with the Front Office Supervisor / Assistant Front Office Manager when required.
• Receive and ensure guest messages are delivered according to the preferred communication method.
• Recording and executing guest wake up calls.
• Has a thorough knowledge of the hotel and all services provided to the guest.
• Performs any reasonable duty as instructed by Front Office Manager or Assistant Front Office Manager.
• Works in harmony with all departments and employees, is willing to assist others if and when required.
• Attends all training workshops as and when required.
• Is familiar with all policies and procedures, house rules, fire, security and emergency procedures as well as all checklists pertaining to the position.
• Maintains the high standard of service, appearance and social skills set according to the company policy.
• Ensures all duties and tasks are completed according to the standard operating procedures set out by Fairmont and Leading Hotels of the World.

Financial Attributes

• Prompting upsells and late departures when checking guest itineraries during prep stage.
• Managing the stationery usage to reduce operational costs.
• Promoting all revenue outlets of the hotel.
• Promoting the hotel chauffeur for paying transfers and tours to increase revenue.

Qualifications

Job Requirements and Qualifications:

• Proficiency in the English including written and verbal communication
• Outstanding communication and interpersonal skills
• Experienced in Property Management Systems, i.e. Opera Cloud, Office Suite (Word, Excel and PowerPoint) and Midas
• Switchboard experience would be advantageous
• Developing and nurturing interpersonal relationships (with guests, suppliers and colleagues alike)
• Experience in the hospitality and tourism industry preferable
• Excellent organizational and planning skills
• Team player
• Have the ability to work under pressure
• Enjoy anticipating and exceeding guest expectations
• Self-Motivator
• Basic reservations knowledge will be advantageous
• Good general knowledge of the Front Office Department