PBX GUEST CENTRICITY SWITCHBOARD AGENT (FMX)

Rome - Italy

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Our Guest Centricity Switchboard Agent will serve as a vital first point of contact and a key ambassador of the hotels commitment to seamless anticipatory service. From managing all internal and external communications to supporting guest requests with precision and warmth the Switchboard Agent plays an essential role in shaping the guest journey from the very first interaction. This position requires a poised articulate and service-oriented individual who embodies the elegance and excellence expected at a luxury five-star property.

With deep knowledge of the hotels offerings and a passion for delivering intuitive service the ideal candidate will demonstrate outstanding communication skills a proactive mindset and a calm polished presence under pressure. They will be entrusted with the responsibility of representing the voice and soul of the hotel across all touchpoints ensuring every guest receives a tailored and memorable experience from the moment they connect.

Key Responsibilities

Answer and direct all internal and external telephone calls with professionalism discretion and grace maintaining the hotels standard of excellence in verbal communication.
Deliver a personalized and guest-centric approach to each interaction actively listening and responding to guest needs inquiries and preferences with empathy and efficiency.
Serve as the communication liaison between guests and departments ensuring requests (e.g. housekeeping in-room dining concierge) are promptly and accurately relayed.
Uphold complete knowledge of the hotels services facilities key personnel local attractions and guest itineraries to offer informed assistance at all times.
Monitor and manage guest preferences and special requests using property management and CRM systems ensuring seamless service and personalized experiences.
Handle all emergency security or sensitive calls in accordance with hotel protocols exercising discretion and remaining composed at all times.
Collaborate closely with Front Office Guest Relations and Housekeeping to ensure timely follow-up on guest communications and internal updates.
Maintain the switchboard messaging systems and guest logs with meticulous attention to detail and data accuracy.
Contribute to the implementation of LQA (Leading Quality Assurance) standards and other service benchmarks to uphold the hotels global luxury reputation.
Support the training and development of new team members sharing knowledge of service etiquette communication standards and system navigation.
Demonstrate a proactive and anticipatory mindset by recognizing guest needs before they are expressed aiming to elevate every interaction into a memorable moment.

Qualifications :

Qualifications

Proven experience in a guest-facing or communication-centered role within a luxury hospitality environment; international five-star hotel experience is highly desirable.
Exceptional verbal communication skills and telephone etiquette with fluency in Italian and English; additional languages such as French Spanish or Arabic are an advantage.
Strong interpersonal skills with a natural ability to engage with guests across cultures and backgrounds in a warm and polished manner.
High level of emotional intelligence discretion and patience particularly when managing sensitive or urgent guest needs.
Familiarity with hotel systems (PMS CRM telephony platforms) and a willingness to learn new technologies as needed.
A calm and composed demeanor even during peak periods or high-pressure situations.
Impeccable grooming professional appearance and commitment to luxury service standards.
Team player with a collaborative spirit and a passion for creating meaningful guest experiences.
Flexible availability including evenings weekends and holidays.

Remote Work :

Employment Type :

Full-time

Our Guest Centricity Switchboard Agent will serve as a vital first point of contact and a key ambassador of the hotels commitment to seamless anticipatory service. From managing all internal and external communications to supporting guest requests with precision and warmth the Switchboard Agent play...

Key Responsibilities

Answer and direct all internal and external telephone calls with professionalism discretion and grace maintaining the hotels standard of excellence in verbal communication.
Deliver a personalized and guest-centric approach to each interaction actively listening and responding to guest needs inquiries and preferences with empathy and efficiency.
Serve as the communication liaison between guests and departments ensuring requests (e.g. housekeeping in-room dining concierge) are promptly and accurately relayed.
Uphold complete knowledge of the hotels services facilities key personnel local attractions and guest itineraries to offer informed assistance at all times.
Monitor and manage guest preferences and special requests using property management and CRM systems ensuring seamless service and personalized experiences.
Handle all emergency security or sensitive calls in accordance with hotel protocols exercising discretion and remaining composed at all times.
Collaborate closely with Front Office Guest Relations and Housekeeping to ensure timely follow-up on guest communications and internal updates.
Maintain the switchboard messaging systems and guest logs with meticulous attention to detail and data accuracy.
Contribute to the implementation of LQA (Leading Quality Assurance) standards and other service benchmarks to uphold the hotels global luxury reputation.
Support the training and development of new team members sharing knowledge of service etiquette communication standards and system navigation.
Demonstrate a proactive and anticipatory mindset by recognizing guest needs before they are expressed aiming to elevate every interaction into a memorable moment.

Qualifications :

Qualifications

Proven experience in a guest-facing or communication-centered role within a luxury hospitality environment; international five-star hotel experience is highly desirable.
Exceptional verbal communication skills and telephone etiquette with fluency in Italian and English; additional languages such as French Spanish or Arabic are an advantage.
Strong interpersonal skills with a natural ability to engage with guests across cultures and backgrounds in a warm and polished manner.
High level of emotional intelligence discretion and patience particularly when managing sensitive or urgent guest needs.
Familiarity with hotel systems (PMS CRM telephony platforms) and a willingness to learn new technologies as needed.
A calm and composed demeanor even during peak periods or high-pressure situations.
Impeccable grooming professional appearance and commitment to luxury service standards.
Team player with a collaborative spirit and a passion for creating meaningful guest experiences.
Flexible availability including evenings weekends and holidays.

Remote Work :

Employment Type :

Full-time

Key Skills

Restaurant Experience
Customer Service
Hotel Experience
Taleo
Hospitality Experience
Cashiering
Food Safety Experience
Guest Relations Experience
Animal Handling
Front Desk
Guest Services
Phone Etiquette

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About Company

AccorHotel

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a com ... View more

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