Jobs in Germany

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The Welcome Centre Operator (WCO) works in the operator room and is responsible for ensuring that all calls received are answered quickly and that a prompt follow‑up is done correctly. Their tone of voice, politeness & dynamism must be outstanding. The WCO is the "voice of the hotel" and is the first point of contact with the guest. The WCO must be polyvalent when working as a telephone operator. When she/he has to deal with Call Centre issues, she/he will be able to follow up housekeeping requests. The schedule of the WCO rotates 24 hours a day.

Guest Service: The WCO works in a central area because she/he receives all the calls from outside and inside the hotel. She/he must ensure that all tasks performed are procedurally correct, timely, and of a consistent quality. The WCO must maintain personal presentation, telephone manner, effective and efficient work practices, and guest service standards. Needs to have a warm and friendly voice. Must be proficient in English. Knowledge of an additional language is a plus.

• Greeting/Attitude: The WCO will follow strictly the telephone standards established, will talk with a friendly tone of voice and will keep a high level of respect and a positive attitude.
• Follow up: The WCO will act quickly and efficiently, following the guest requests and instructions received by her/his supervisor.
• Organization: She/he will ensure that the Operator Room is perfectly tidy at all times.
• Telephone transfers: The WCO will be attentive to all guest requests. When directing calls, accuracy is very crucial. Internal extension numbers must be known by heart.
• Privacy: The WCO will be attentive to respect the privacy/confidentiality of information or guest names available at the operator room. He/she will ensure not to transmit any guest name or guest history information.
• Wake Up Calls: The WCO will ensure that any wake‑up call requested by a guest is performed at the exact time. She/he is responsible for ensuring that the reports are collected from the Front Desk and that the discrepancy with the operator records is controlled.
• Guest Messages: The WCO will be attentive when receiving a message for a guest, taking all the information and recording it carefully. She/he will ensure that the guest has fully received the message with complete information.
• Calls Handling: The WCO is responsible for ensuring that all phone calls are answered within 3 rings; she/he will then find the polite and tactful way to keep a guest on hold when required.
• F&B Knowledge: The WCO must have full knowledge of the hotel outlets and menus. When the hostess of the restaurants is off duty, she/he will make the booking and record it fully. The WCO must know the dishes of the day on a daily basis and have a good knowledge of the Room Service menu with all characteristics.
• F&B Order: The WCO will be attentive to get all details of a Room Service order, asking accurate questions. All will be carefully recorded in a logbook and the full details will be given to the Room Service staff. The WCO will then ensure that the order is sent on time and reconfirm with the guest if it is meeting his expectations.
• Guest Knowledge: The WCO must have a good knowledge of the in‑house guests, especially the VIPs, and will mention their names on the phone as often as possible.
• Housekeeping Follow‑up: She/he will answer all guest requests regarding housekeeping issues, ensuring that the request is understood and recording the full details in the logbook. The WCO will then ensure that the request has been followed up on time and reconfirm with the guest that the proper follow‑up has been made.
• Communication: She/he will be attentive to all information received during the FO handover briefing & Operator/Call Centre Committee. She/he will be active and dynamic in participating in these discussions. During her/her shift, she/he will report quickly any problem or question to the supervisor. The WCO will read the Operator logbook. Any problem or complaint must be recorded immediately.
• Handover: Each end of shift, the WCO will give a full handover to the WCO of the following shift regarding activity and pending issues to be followed.
• Security Issues: The WCO has an important role regarding security; she/he must know by heart all security procedures and be able to act accurately if required.

• High school Diploma or equivalent.
• Enthusiastic.
• Spontaneous and empathic.
• High level of personal maturity is vital for this position.
• Good visual memory.
• At ease in a multi‑cultural environment.
• Confident speaking skills. Proficient in English. Knowledge of other languages is a plus.

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