The Company

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts.  The Group now operates or has under development 41 hotels with more than 11,000 rooms in 25 countries in key business and leisure destinations.

The Hotel

Renowned Parisian designers Gilles & Boissier, have created a sophisticated residential design for the 100 rooms and 53 suites, including several one-of-a-kind specialty suites, featuring unique design elements inspired by the hotel’s historic connections to the city, Spanish culture and art.

With a stunning and meticulous restoration that celebrates César Ritz’s pioneering spirit, a prestigious central location, five restaurants and bars overseen by one of Spain’s most celebrated chefs and exceptional leisure and wellness facilities, Mandarin Oriental Ritz, Madrid is set to become the city’s most luxurious hotel.

Scope of Position

The PBX Operator is responsible for, but not limited to, answer incoming calls, directs call to guest rooms, staff, or departments through the switchboard or PBX system. Takes and distributes messages for guests, provides information on guest services, and answers inquiries about public hotel events, speaking clearly, distinctly, and with a friendly, courteous tone. Uses listening skills to put callers at ease and obtains accurate, complete information. And gives support to the rest of the Front Office department.

Reporting Line/s

The PBX Operator will report directly to the Front Office Manager and Assistant FOM and House Managers.

Duties and Supporting Responsibilities

• Operate the switchboard according to policies and procedures set by management.
• Answer the telephone in utmost clarity and offer assistance to callers.
• Book and connect overseas calls, complete vouchers for all overseas calls; know all telephone rates which are in force and changed which might occur.
• Handle morning wake-up calls as requested.
• Ensures that department is neat and clean always.
• All messages to be relayed accurately and promptly for guests and colleagues.
• Follow proper procedures for handling matters of emergency.
• Report immediately to management any malfunction or breakdown of the switchboard.
• Provide service and information regarding hotel facilities to guests, outside calls or messages.
• Be well-informed concerning all events, which takes place in the hotel.
• Have on-hand information relating to Mandarin Oriental Hotel Group i.e. telephone numbers of other properties, names of personnel, etc
• Maintain “Privacy of Communication” while on duty.
• Give support to the rest of Front Office Staff.
• Responsible to maintain updated profile information thru VoiceMail service
• Carry out the duties assigned by the management.
• Be punctual at all times and adhere to general hotel rules strictly.