Switchboard Operator at Accor

Job Description

• Answer all incoming calls via the switchboard in a professional and polite manner
• Provide exceptional service to our guests in every interaction by anticipating their needs, responding to requests promptly, efficiently, and courteously
• Create genuine connections with guests by listening, demonstrating care and empathy.
• Handle guest complaints in a positive manner escalating as required
• Communicate effectively with other departments such as Housekeeping, Food & Beverage to assist guests in regard to room changes, dining bookings etc.
• Keep other members of front office team informed on guest feedback, requirements etc. during and on shift change
• Participating in training and development programs to enhance skills and capabilities to increase the guest experience

Qualifications

• Proficient in English (verbal & written).
• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
• Prior experience in customer service an asset

Additional Information

• An energetic, team-focused and can-do attitude
• Enthusiasm to connect with guests and to hear their story
• Exceptional communication skills both written and verbal
• High level of computer literacy
• Excellent attention to detail
• The ability to work across a 7 day roster - evenings, mornings and weekends