Phone Operator (F/M/X)

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 resolved
• Handles In Room Dining food orders and register them on Micros in GSC. Ensures to call IRD to follow up on the orders
• Handles the pre-arrival email communication with guests and ensures that proper traces and details are updated in the system for clear communication with the team and the guest while managing their reservations and requests
• Handles the hotel App messaging service by promptly answering the guest messages with courtesy and accuracy. Delegates requests received on the app to other departments/sections when not able to handle directly and ensures proper follow up is completed
• Makes courtesy calls for in house guests to check satisfaction with the stay and does follow up calls with guests that had a glitch (maintenance or cleaning request in the room, for example) or complaint that required to be checked upon to ensure full satisfaction with the resolution
• Verifies traces report and take actions accordingly
• Handles reservations matters when Reservations Office is closed
• Verifies the hotel digital Guest Service Directory frequently and ensures the information is accurate and properly updated
• Verifies the hotel Tv channels and brand videos daily to ensure is functioning properly
• Responsible for updating the logbook per shift and taking careful notes concerning handovers
• To be fully aware of emergency procedures including, fire and bomb threat procedures, and knows what action to take when an emergency call is required
• Complies with week work schedule and understands that due to the business nature some changes might be required to accommodate operational needs
• Verifies and controls stationary needs and inform the person in charge. Ensures all telephone and console equipment are maintained in good conditions at all times
• To attend hotel events, daily shift briefings and training sessions to improve professional skills

Qualifications

• Minimum 6 months’ experience in a similar role required
• Fluency in Portuguese and English
• Knowledge of a third language is a plus
• Hotel school diploma is an asset
• Previous experience in a 4* or 5* hotel is an asset
• Strong sense of hospitality
• Solid computer skills
• Knowledge of Opera Cloud is a plus
• Familiarity with safety and emergency procedures
• Composure under pressure
• Initiative-taking and proactive attitude
• Adaptability and flexibility

Additional Information

Our Values

Respect:

We value the needs, ideas, and individuality of others. We treat everyone with fairness and dignity.

Belonging:

We celebrate our differences. We support one another and always stand together.

Integrity:

We build trust through mutual respect and authenticity.

Empowerment:

We have the power to take initiative and anticipate moments that create unforgettable experiences.

Excellence:

We build genuine connections and cherish every opportunity to make those around us feel special.

Diversity and Inclusion

Committed to creating an inclusive environment where diverse talents thrive, we welcome candidates from all backgrounds to join our team.

Employee Benefits

Join our team and enjoy a range of exclusive colleague benefits, including complimentary upgrades, extended stays, discounted stays at Accor, Fairmont and Raffles properties, special discounts on dining and wellness services, and additional luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.