Switchboard Operator

Mandarin Oriental Bosphorus İstanbul

The Hotel

Mandarin Oriental Bosphorus, Istanbul has become Mandarin Oriental Hotel Group's second hotel in Turkey. The hotel is located on the European side of Istanbul, in the luxurious residential district of Kuruçeşme, right next to the unique Bosphorus.

Redefining luxury with its sophisticated design and architecture inspired by Istanbul's uniquely beautiful mansions and palaces, our hotel is located on the shores of the Bosphorus with two outdoor pools in the city center with lush and generous gardens, 100 spacious rooms and suites with large living spaces, rich Sunday brunches with Turkish and international cuisine, Novikov Restaurant, the international representative of modern Asian and Italian cuisines; Olea & Bar, offering the most exclusive flavors of Italian cuisine and Bosphorus Lounge, home to delicious snacks and tea-time rituals. The Spa at Mandarin Oriental Bosphorus, Istanbul is the city's most comprehensive health, beauty, and wellness center with 3,500 square meters of The Spa at Mandarin Oriental Bosphorus, Istanbul.

Duties and Responsibilities

• To issue reports to necessary departments that are up to date and accurate.
• To ensure data entry and data collection is error-free.
• To ensure that guests’ requests are communicated to the relevant department in a timely manner through Alice system to ensure seamless service delivery.
• Following up Alice requests.
• To possess working knowledge of all computer systems (INFOR, Key Systems, Alice etc.).
• To full knowledge of Alice software.
• To make sure the daily operation is smooth at the PBX sections.
• To ensure self-grooming, equipment, personal hygiene and make sure they are in line with MOHG standards.
• To ensure that PBX work area in a clean and tidy manner, according to hotel policies and standards.
• To ensure guest feedback and comments are handled or monitored until full guest satisfaction is achieved.
• To ensure tasks are completed and checklists are completed.
• To provide courteous, efficient call handling and service delivery in a prompt and clear manner to meet and exceed guest expectations.
• To handle all internal and external calls in a courteous and professional manner, providing accurate information whilst delivering LQE, Pillar and MOQA standards.
•  To handle all emergency calls. Ensure clear and accurate inter – departmental communication to provide a safe environment for our guests and employees. Inform Security Department in a timely manner.
• To receive, process and deliver wake up calls in an accurate manner.
• To check daily event order and ensure that the necessary information is taken.
• To support Butler and Front Desk teams when needed.
• To ensure that MOHG standards of Legendary Quality Experience and Guiding Principles are enforced, fully implemented, maintained, and exceeded throughout, to reach maximum guest satisfaction.
• To maintain permanent communication channels with all colleagues and ensure their feedback is acknowledged and auctioned when needed.
• To ensure accurate information is communicated within PBX team.
• To receive and perform handovers from shift to shift, ensuring consistent and full information is given/taken.
• To know in the event of an emergency and ensure procedures are followed and respected based on Safe and Sound program.
• To ensure you are completely informed of Standard procedures, including emergency situations.
• To be able to raise the internal alarms correctly.
• Know “how to” – “what to do” in case of an evacuation alarm or other emergencies (i.e. bomb threats).
• To involve and support all the incremental revenue programs such as room upselling and to achieve your personal target.
• To provide guests with accurate information maintain complete knowledge of:
• All hotel features/services, hours of operation, concepts.
• All hotel restaurant food concepts, menu price range, dress code and ambiance
• All hotel catering events and restaurant covers.
• All hotel room inventory, daily occupancy, rate structure, targeted monthly and annual revenues, and monitor daily house count and expected arrivals/departures (In particular VIPs).
• Guest loyalty program (Fans of M.O).
• Guest VIP codes assignment and preferences.