Telephone Operator

San Clemente Palace Kempinski Venice
Azienda: San Clemente Palace Kempinski Venice
Veneto
Regione: Veneto - Italia
Venezia
Località: Venezia
Data pubblicazione: 28 Gennaio 2023
2023-01-28
Venezia Veneto - Italia
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San Clemente Palace Kempinski Venice is located on the private island of San Clemente, only ten minutes away by complimentary boat from Piazza San Marco. A proud member of Leading Hotels of the World, this exclusive retreat guarantees peace, tranquillity and privacy with its 190 rooms and suites overlooking the lagoon or the centuries-old park. Its three restaurants offering exceptional interpretations of iconic Italian and Venetian cuisine, the hotel’s proximity to Venice, and the unique combination of conference rooms and outdoor areas, make San Clemente Palace the perfect choice for outstanding events and weddings.

For the 2023 Season we are looking for:

JOB TITLE: Telephone Operator
DEPARTMENT: Front Office
HOTEL / UNIT: San Clemente Palace Kempinski Venice
REPORTS T :Front Office Manager / Director of Revenue Management

SCOPE

The incumbent in this position is responsible for answering all incoming calls originating from within and outside the hotel in a friendly and caring manner according to the Kempinski and LQA standards.

OVERALL OBJECTIVES

The job of Telephone Operator is executed satisfactorily when:

1. LQA (Leading Quality Assurance) audit results are 85% and above.

2. CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.

3. Telephone system is always well maintained.

4. Telephone lists are up to date.

MAIN RESPONSIBILITIES

I. Answer all incoming calls, connect them to the appropriate extension in an efficient, friendly and caring manner according to the Kempinski standards.

II. Write down messages accurately for our guests and deliver messages in a timely manner.

III. Handle guests’ requests for DND (Do Not Disturb) and confidential status.

IV. Handle personal wakeup call requests for guests according to the LQA standard and automatic wakeup call requests for group and crew guests.

V. Answer all guest questions / requests in a friendly and caring manner, take appropriate actions or if needed, refer the matters to the relevant persons to handle. It may be providing information or assistance to make an outside call or handling a complaint, etc.

VI. In case of emergency, handles all communications for the hotel whilst serving as the communication center.

VII. Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial). Coordinate with front office reception all telephones charges to ensure they are billed and collected from guests.

VIII. Monitor TV channels in addition to outlets’ and public area’s music to ensure smooth and proper functioning.

IX. In case of emergency, handle all communications for the hotel whilst serving as the communication center.

X. Keep abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel product knowledge.

XI. Maintain the neatness of their working area at all time.

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

ABOUT KEMPINSKI
Hoteliers since 1897, we have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage. We are dedicated to please, educated to entertain, and we never compromise on the European elegance of service. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realize their full potential. Embrace an experience as individual as you are!
Kempinski is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

IMPORTANTE
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L'offerta di lavoro si intende riferita ad entrambi i sessi secondo il disposto delle leggi 903/77 e 125/91.

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