PBX Agent

Mandarin Oriental Group; Cazzanore; Sur place; EUR 15 000 - 21 000; Plein temps

Résumé du poste

Mandarin Oriental Lago di Como is seeking a PBX Agent to manage the resort's switchboard and communications with guests and external stakeholders. You will provide accurate, prompt information and support across calls, emails, and chat while upholding the resort's high standards of service.

The role requires fluency in English and Italian, strong communication skills, and a proactive, guest-centric approach.

Qualifications

• Full proficiency in English and Italian; an additional language is preferred.
• Excellent overall communication skills.
• Ability to multitask and handle inquiries promptly.
• Strong guest-service orientation and professional demeanor.

Responsabilités

• Operate the hotel switchboard according to Front Office policies.
• Answer calls clearly and assist callers.
• Manage and oversee instant messaging channels.
• Relay messages accurately and promptly for guests and colleagues.
• Book overseas calls and manage call vouchers; stay updated on rates.
• Follow procedures for emergency situations.
• Provide information about hotel facilities to guests and callers.
• Be well-informed about events and contacts within Mandarin Oriental Hotel Group.
• Maintain privacy of communications while on duty.
• Be punctual and adhere to hotel rules.
• Carry out duties assigned by the Front Office Manager.

Connaissances

English fluency

Italian fluency

Multitasking

Communication skills

Typing skills

Guest service mindset

Description du poste

Mandarin Oriental, Lago di Como aims to become one of the most exclusive resorts in Europe, representing the true elegant Italian but understated luxury experience for a worldwide Clientele.

Our vision is to promote our welcoming, genuine and passionate culture to attract and engage exceptional talents, under the guidance of enthusiastic leaders.
Our aim is to get the best out of each individual and being recognized as an employer of choice among the most exclusive hotels in the world.

PBX AGENT

Mandarin Oriental, Lago di Como’s PBX Operator is in charge of receiving all communications coming from the resort’s external stakeholders and giving feedback via telephone, e-mail or chat, assuring that the resort’s standards are met and surpassed at all times.

Duties and responsibilities:

• Operate the switchboard according to policies and procedures set by Front Office Manager

• Answer the telephone in utmost clarity and offer assistance to callers

• Manage and oversee instant messaging channels

• Relay all messages accurately and promptly for guests and colleagues

• Book and connect overseas calls, complete vouchers for all overseas calls; know all telephone rates which are in force and changes which might occur

• Follow proper procedures for handling matters of emergency

• Provide service and information regarding hotel facilities to guests and outside calls

• Be well-informed concerning all events which take place in the hotel

• Have on-hand information relating to Mandarin Oriental Hotel Group (i.e. telephone numbers of other properties, names of personnel, etc.)

• Maintain 'Privacy of Communication' while on duty

• Be punctual at all times and adhere to general hotel rules strictly

• Carry out the duties assigned by the Front Office Manager

Requirements:

• Full proficiency in English and Italian; an additional language is preferred

• Excellent overall communication skills

• Basic computer and typing skills

• Able to multi-task

• Strong desire to provide excellent guest service

We believe a diverse and inclusive culture is better for everyone. Bringing individuals together is essential to the long-term success of our people, our business and the societies and economies in which we operate.

All colleagues, regardless of ethnicity, gender, age, sexual orientation, disability, background or religion, should be treated fairly and with respect, should be given equal opportunities, and be valued for the contributions they make in their roles. No form of bullying, intimidation, discrimination or harassment of others will be tolerated.