Phone Operator

Victoria Golf Resort & Spa Managed by Accor

The property will be managed by Accor under white label while it undergoes a comprehensive property improvement plan. Upon completion, Victoria Golf Resort & Spa will be fully rebranded as a Fairmont property, its exceptional golf facilities and beautiful natural surroundings perfectly complementing the wider Fairmont Hotels & Resorts portfolio. Accor will ensure a seamless transition and integration of Fairmont’s signature brand markers, complemented by touches that celebrate the property’s local culture – positioning the hotel at the heart of the local community and destination.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

As a Phone Operator, you are a true ambassador of the Victoria experience :

With a strong service mindset, excellent interpersonal skills, and true versatility, you help transform every stay into a unique and unforgettable memory.

Summary of Responsibilities:

Reporting to the Front Office Manager, essential duties and responsibilities include but are not limited to:

• Responsible for ensuring general telephone service, establishing internal and external calls
• To have a strong knowledge of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other MHG properties
• To understand and be able to operate the telephone operator board or PBX switchboard operations and the Guest Request software
• To be knowledgeable, during assigned shift, regarding guest in house information, VIP and special attention guests, information about local events and hotel daily functions
• Answers telephone calls promptly and courteously, always with a smile, and handles guest queries following the brand standards and telephone etiquette
• Answering incoming calls, directing calls to guest rooms or other departments and placing outgoing calls through the switchboard or PBX system. Be knowledgeable about local and international call charges
• Keep record of calls placed and received by all departments and recording the call charges
• Ensures all guest requests are follow up and resolved on a timely basis. Acknowledge guest concerns and complains and take personal responsibility for ensuring all issues pertaining to guest satisfaction are met
• Identifies & anticipate guest needs. Maintains guest history profiles with individual needs, likes, dislikes, guest complains and resolutions
• Knows the Hotel telephone directory and keeps the information and contact details always updated including on hotel PMS
• Takes wakeup call requests and perform wake-up call services following the brand standards
• Ensures all requests are recorded and resolvedhttps://careers.accor.com/global/en/job/phone-operator-f-m-x-in-victoria-golf-resort-and-spa-managed-by-accor-vila-jid-88807