PBX / GUEST CENTRICITY SWITCHBOARD AGENT (F/M/X)

Company Description

ABOUT ORIENT EXPRESS

Orient Express embodies the refined and nomadic spirit of travel. Its exceptional assets portfolio includes experiences such as The Orient Express — its iconic carriages reinvented as a modern-day tribute to French luxury, with ARSENALE Group owner — La Dolce Vita, a train celebrating the elegance of Italian art de vivre, and a collection of luxury hotels opened in Rome – La Minerva – and soon in Venice – Palazzo Dona Giovannelli, and with SILENSEAS – the O.E Corinthian, the world’s largest sailing ship.

While redefining the future of luxury hospitality, Orient Express places particular emphasis on the employee experience, development, and engagement.

As a symbol of ultra-luxury hospitality, the brand is currently undergoing an ambitious phase of rebirth and expansion accelerated since 2024 as a Joint Venture between ACCOR and LVMH.

Now, as Orient Express grows under the steam of its 140-year own glorious reputation and brand, it stands unique and identifiable from the other luxury brands under the ACCOR brands, aiming to become a pioneer of contemporary luxury hospitality, creating immersive experiences that combine exceptional design, impeccable service, culinary excellence, wellness offerings, cutting-edge technology, sustainability, and authentic local experiences, while also actively engaging in local community initiatives and support social causes, making a positive contribution to the destinations its properties operate in. What remains distinctly Orient Express is its spirit of adventure, sublime service and enchanting storytelling. Refreshing and reinvigorating, Orient Express is loved by those with an adventurous spirit and a taste for the very best, linking travel and destinations as part of the same journey.

ABOUT ORIENT EXPRESS LA MINERVA, ROME

Considered as the beloved capital of the Orient Express legend, Rome is the first Orient Express hotel, La Minerva, in 2025. Orient Express, in partnership with the Italian luxury hotel group Arsenale S.p.A, has entrusted the interior architecture and artistic direction of the hotel Hugo Toro. The former Palazzo Fonseca is a sumptuous 17th-century palace with a huge, majestic façade. A place of memory still adorned with its Roman columns, sculptures by Rinaldo Rinaldi, a disciple of Canova, and the fascinating goddess Minerva. At the end of 2024, a new décor and interior inspired by the Roman domus and the riches of the “Eternal City” will be revealed with a new touch of contemporary elegance.

Job Description

Our Guest Centricity Switchboard Agent will serve as a vital first point of contact and a key ambassador of the hotel’s commitment to seamless, anticipatory service. From managing all internal and external communications to supporting guest requests with precision and warmth, the Switchboard Agent plays an essential role in shaping the guest journey from the very first interaction. This position requires a poised, articulate, and service-oriented individual who embodies the elegance and excellence expected at a luxury five-star property.

With deep knowledge of the hotel’s offerings and a passion for delivering intuitive service, the ideal candidate will demonstrate outstanding communication skills, a proactive mindset, and a calm, polished presence under pressure. They will be entrusted with the responsibility of representing the voice and soul of the hotel across all touchpoints, ensuring every guest receives a tailored and memorable experience from the moment they connect.

Key Responsibilities

• Answer and direct all internal and external telephone calls with professionalism, discretion, and grace, maintaining the hotel’s standard of excellence in verbal communication.
• Deliver a personalized and guest-centric approach to each interaction, actively listening and responding to guest needs, inquiries, and preferences with empathy and efficiency.
• Serve as the communication liaison between guests and departments, ensuring requests (e.g., housekeeping, in-room dining, concierge) are promptly and accurately relayed.
• Uphold complete knowledge of the hotel’s services, facilities, key personnel, local attractions, and guest itineraries to offer informed assistance at all times.
• Monitor and manage guest preferences and special requests using property management and CRM systems, ensuring seamless service and personalized experiences.
• Handle all emergency, security, or sensitive calls in accordance with hotel protocols, exercising discretion and remaining composed at all times.
• Collaborate closely with Front Office, Guest Relations, and Housekeeping to ensure timely follow-up on guest communications and internal updates.
• Maintain the switchboard, messaging systems, and guest logs with meticulous attention to detail and data accuracy.
• Contribute to the implementation of LQA (Leading Quality Assurance) standards and other service benchmarks to uphold the hotel’s global luxury reputation.
• Support the training and development of new team members, sharing knowledge of service etiquette, communication standards, and system navigation.
• Demonstrate a proactive and anticipatory mindset by recognizing guest needs before they are expressed, aiming to elevate every interaction into a memorable moment.

Qualifications

Qualifications

• Proven experience in a guest-facing or communication-centered role within a luxury hospitality environment; international five-star hotel experience is highly desirable.
• Exceptional verbal communication skills and telephone etiquette, with fluency in Italian and English; additional languages such as French, Spanish, or Arabic are an advantage.
• Strong interpersonal skills, with a natural ability to engage with guests across cultures and backgrounds in a warm and polished manner.
• High level of emotional intelligence, discretion, and patience, particularly when managing sensitive or urgent guest needs.
• Familiarity with hotel systems (PMS, CRM, telephony platforms) and a willingness to learn new technologies as needed.
• A calm and composed demeanor, even during peak periods or high-pressure situations.
• Impeccable grooming, professional appearance, and commitment to luxury service standards.
• Team player with a collaborative spirit and a passion for creating meaningful guest experiences.
• Flexible availability, including evenings, weekends, and holidays.

Additional Information

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