Phone Operator 
(14382)

SIRO Boka Place is more than a hotel – it’s a movement; a global lifestyle brand where world-class wellbeing meets exceptional hospitality – through a combination of state-of-the-art fitness, nutrition, sleep, recovery, and mindfulness facilities in purpose-designed destination hotels. Our hotels empower guests to unlock peak mental and physical performance, no matter who they are, or what they’re striving to achieve. We realise exceptional, immersive lifestyle destinations where you can live without compromise.

Nestled between pristine blue Adriatic waters and mountains of conserved greenery, SIRO Boka Place, Montenegro offers coastal city charm and boundless opportunity. Unlock your potential and embark on a new adventure as part of a community passionate about fitness and wellbeing.

This is a summary of the key duties and responsibilities related to the position below and includes the skills, experience and educational background required by the employee, as well as the competencies and behaviors that are expected at this level.

Please take your time to read through it, sign the acknowledgement and hand it back to Human Resources.

• Position                           Phone Operator, Front Office
• Level                                              CL
• Department                                  Front of House
• Reports to                                     Front of House Manager, Assistant Managers, Team Leaders
• Subordinates                               None
• Working time                                Full, Flexible

Job Summary

The primary purpose of this role is to manage guest inquiries to ensure a seamless and high-quality experience at the hotel. As the first point of contact for guests, both internal and external, , the Phone Operator is responsible for responding to inquiries, managing requests, and directing calls in a courteous and professional manner. This position requires an attentive, customer-focused individual with strong communication skills, capable of maintaining a warm and professional demeanor to support smooth operations within the Front of House Department.

Key Duties and Responsibilities

• Answer incoming calls promptly and courteously, directing calls to the appropriate individuals or departments.
• Provide accurate information to callers regarding services, hotel amenities, promotions, and policies.
• Assist guests with inquiries, requests, and concerns efficiently, following established protocols to ensure guest satisfaction. Follow up and track that requests are fulfilled by responsible departments.
• Maintain a positive, engaging tone and convey a friendly attitude in every interaction.
• Handle online chat correspondence, and email inquiries from guests, ensuring responses are prompt and courteous.
• Provide wake-up calls and assist with guest messaging services.
• Communicate effectively with Front Desk and Concierge staff to ensure smooth guest service and accurate information transfer.
• Regularly update the guest response tracking system to record guest issues, preferences, and feedback.
• Maintain ongoing communication with Housekeeping for room statuses and guest requests.
• Check daily reports and guest arrival lists to ensure that guests’ preferences are noted and accommodations are prepared accordingly.
• Support the Front Desk with additional administrative tasks as needed.
• Contribute to upselling initiatives when applicable by providing relevant information to callers.
• Focus on guest satisfaction by providing consistent, high-quality service.
• Follow LQA (Luxury Quality Assurance) standards in all guest interactions.
• Handle complaints and grievances professionally, escalating issues to the manager when necessary.
• Maintain close communication with management, providing necessary updates and seeking guidance as needed.
• Ensure compliance with all policies, standards, and procedures, including confidentiality and data privacy.
• Understand the hotel’s emergency protocols, including fire, health, safety, and evacuation procedures.
• Assist with emergency communication as necessary, notifying the appropriate personnel and following protocols.
• Perform additional duties in any area of the hotel & department as required by management.
• To be very meticulous in completing the daily checklist and check that it has been done during shift handover.
• Coordinate with the concierge and other services to accommodate special requests such as specific room amenities, preferred toiletries or customized room setups.
• Ensure due outs and follow ups are done in a timely manner.
• Communicate effectively with the incoming shift to ensure a smooth transition.
• Attend training sessions to improve skills and knowledge.
• Maintain a high standard of personal appearance and hygiene, aligning with hotel standards.
• Be aware of cybercrime and common scams as communicated by the Kerzner Global IT team, filter and detect these attempts, and ensure that guest and company safety is protected.

• Minimum two years working in a luxury, or boutique hotel in in a guest services or reservations role.
• Must be fluent in both verbal and written English and the local language. Proficiency in additional languages is a plus and highly valued.
• Excellent computer skills, including Microsoft Office and Opera software.
• Strong listening, comprehension, and communication skills.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.