The Great Southern Killarney, part of the Hayfield Family Collection, has an exciting opportunity for a Group Switchboard Operator to join our team. You will work as a part of the Front Office Team, based in Great Southern Killarney but will be a point of contact for our guests across three properties in the Hayfield Family Collection: Great Southern Killarney, Killarney Royal, and Hayfield Manor in Cork City.
The operator will direct calls to the appropriate locations and departments. This role requires flexibility in availability, with coverage needed until 9 PM each evening and weekend work required. The operator will also handle dining reservations and inquiries, requiring proficiency with computer systems. Training will be provided to ensure familiarity with our systems and standards.
Key Responsibilities:
* Answer and direct all incoming calls for the Hayfield Family Collection efficiently and professionally.
* Manage and coordinate dining and spa reservations for hotel restaurants and facilities using internal software systems.
* Provide accurate information to callers regarding hotel services, amenities, and dining options.
* Coordinate guest requests for both in-house and upcoming guests, ensuring all tasks/requests are correctly assigned to the appropriate team member, department, or hotel.
* Assist with the curation of the daily VIP list in conjunction with the Guest Experience Team, ensuring all return and upcoming guests are correctly acknowledged.
* Review guest history from previous visits, highlighting any preferences and needs, and ensuring requests are completed before their arrival.
* Assist the Guest Experience Team and Front Office when required with emails, phone calls, and any additional tasks assigned.
Qualifications:
* Passionate about guest experience and excellent customer service skills.
* A standards-driven person with high attention to detail.
* Excellent command of the English language, both written and oral.
* Highly motivated and a team player.
* Genuinely warm and welcoming with a good phone manner and the ability to build lasting relationships with guests, ensuring they have a seamless experience.
* Highly organized, with the ability to plan and coordinate all aspects of a guest's stay by collaborating with all departments and ensuring effective communication.
* Experience in a 5-star/luxury property is desirable.
* Very high attention to detail and key IT skills are essential for this role.
* Available to work variable shift patterns and weekend shifts.
* Ability to remain calm and composed during busy periods.
* Positive attitude and a team player mentality.
Working Conditions:
* Office environment within the Great Southern Killarney.
* Evening and weekend shifts required, with coverage until 9 PM.
Training and Values:
* Comprehensive training will be provided to ensure you are well-equipped with the necessary skills and knowledge.
* At Great Southern Killarney, we pride ourselves on our core values:
* Grow Together: We believe in the growth and development of our team members.
* Our Family Tree is the Foundation of Our Success: We value the strong roots and connections within our organization.
* Embracing and Nurturing Our Social Responsibility: We are committed to making a positive impact on our community and environment.
* Genuine Hospitality by Genuine People: Our service is delivered with authenticity and warmth.
* Collectively We Are Diverse & Inclusive: We celebrate diversity and promote an inclusive workplace.
Application Process:
Interested candidates are invited to submit their resume and cover letter detailing their relevant experience and availability to Caoimhe Spillane at caoimhe.spillane@greatsouthernkillarney.com
Equal Opportunity Employer:
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
Job Types: Full-time, Part-time, Permanent
Expected hours: 24 – 39 per week
Benefits:
* Bike to work scheme
* Company events
* Employee assistance program
* Employee discount
* On-site gym
* On-site parking
* Wellness program
Work authorisation:
* Ireland (required)
Work Location: In person
Reference ID: Group Switch Operator
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