Switchboard Operator – 24/7 Guest Services

About the role

The Switchboard Operator ensures every guest call and request is handled promptly and professionally, contributing to a memorable stay at The Pullman Hotel. Working 24/7, you will be the first point of contact for guests and internal departments.

Key responsibilities

• Answer all incoming calls, transfer them to the appropriate department, and log each interaction.
• Process guest requests such as wake‑up calls, restaurant reservations, special deliveries, and celebration arrangements.
• Maintain up‑to‑date telephone extension lists and distribute faxes for guests and internal teams.
• Participate in emergency procedures, manage the emergency line and elevator alarms, and coordinate communication until evacuation is complete.
• Log and follow up on all requests, ensuring they are resolved within standard timeframes.
• Collaborate with all hotel departments to guarantee high‑level guest service and optimal profit generation.

Required profile

• Previous experience in a front‑office or hotel call‑center role.
• Excellent English communication skills; additional languages are a plus.
• Polished telephone etiquette and the ability to stay calm under pressure.
• Strong passion for delivering exceptional guest service.
• Ability to multitask, prioritize, and work efficiently in a fast‑paced environment.

Required skills

• Proficiency with IRIS and Fidelio telephone systems.
• Experience using Opera PMS or similar property management software.
• Strong computer literacy, including Microsoft Office applications.