Telephone Operator | Centralinista

San Clemente Palace Kempinski Venice is a five-star luxury urban resort located on a private island, just ten minutes from Piazza San Marco via complimentary boat. With the San Clemente Church, top-notch event spaces, award-winning dining, spa, pool, sports facilities and a Kid’s Club, unforgettable experiences await our Guests in the number #1 Hotel in Venice and #20 in the world as awarded this year.  

True to the values of the San Clemente Palace family, in which our company is rooted, we are committed each day to protecting the planet, the territory and first and foremost people, with concrete gestures, even small ones, to be put into practice daily. Join our Team in 2024!

For the upcoming season 2024 | Mid March 2024 to Mid November 2024 | we are looking for:

JOB TITLE: Telephone Operator

DEPARTMENT:  Front Office

REPORTS TO: Front Office Manager / Director of Revenue Management

NATIONALITY: Eligible for a working permit in country of hire.

EDUCATION: Higher College Education and/or High School Diploma, Hotel Apprenticeship.

EXPERIENCE: To fill the position, the following is required: General office administration

LANGUAGE: Ability to work and communicate in a multinational environment: Italian – excellent oral and written skills. English – excellent oral and written skills. Additional languages – beneficial

COMPETENCIES: To fill this position the candidate must have:

Information management

International etiquette

Team building skills

Planning/organisation skills

Problem solving skills

Adaptability

Flexibility, initiative

Results oriented

Pro-active hospitality skills including guest service skills

TECHNICAL COMPETENCIES:   Computer literacy adapted to the field of administration: Excellent MS Office (Word, Excel, Power Point) knowledge; Digital equipment knowledge; Knowledge of Opera PMS.

INDIVIDUAL CHARACTERISTICS: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:

People oriented

Passionate for European luxury

Entrepreneurial

Straightforward

Stress management

Excellent verbal and written communication skills

Excellent listening skills

Positive attitude

Role model behaviour

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:

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

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

        Telephone system is always well maintained.

        Telephone lists are up to date.

 MAIN RESPONSIBILITIES

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

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

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

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

        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.  

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

        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.

        Basic knowledge and management of Opera PMS

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

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

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

        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.

Tutti i CV devono essere inviati comprensivi di autorizzazione al trattamento dei dati personali in conformità al Regolamento UE n. 2016/679 - GDPR e saranno utilizzati esclusivamente per la selezione in corso.
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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