Company Description
About Orient Express
About Orient Express Palazzo Donà Giovannelli
Orient Express will open its second hotel in Italy at the exceptional Palazzo Donà Giovannelli in Venice, in partnership with the Italian luxury hotel group ARSENALE. Architect and interior designer Aline Amar d’Amman, alongside her studio Culture in Architecture, has been entrusted to design and decorate the space.
Venice, once the gateway to Constantinople and a mythical stop on the legendary Orient Express train – that opened its doors in 1919 with the completion of the Simplon tunnel linking Switzerland to Italy – will be the home of the second Orient Express hotel, set to open in 2026.
Job Description
The Switchboard Attendant at Orient Express Venezia is a refined custodian of communication, embodying the timeless elegance, heritage, and bespoke service synonymous with the Orient Express brand. As a primary point of contact, this role ensures seamless, discreet, and impeccably polished communication, delivering an elevated guest experience that reflects the spirit of Venetian grandeur and legendary hospitality.
Key Responsibilities
• Excellence in Call Handling:
Manage all incoming and outgoing calls with poise, warmth, and precision, ensuring each interaction reflects the elegance and prestige of Orient Express. Route calls accurately to guest suites, departments, and leadership while maintaining an exceptional tone and cadence.
• Bespoke Guest Communication:
Deliver highly personalized assistance, including wake-up calls, message handling, and special communication requests, with absolute confidentiality and attention to individual guest preferences.
• Emergency & Discreet Crisis Management:
Respond calmly and efficiently to emergency situations (medical, fire, security), following Orient Express and luxury hospitality protocols, ensuring clear communication while preserving guest comfort and discretion.
• Central Liaison & Cultural Ambassador:
Act as the central communication hub of the property, providing curated information on hotel services, signature experiences, and exclusive Venetian cultural offerings, while liaising seamlessly with all departments.
• Systems Oversight & Safety Awareness:
Monitor communication and safety systems, including fire alarms during non-operational hours, ensuring immediate escalation in accordance with established procedures.
• Administrative Precision & Confidentiality:
Maintain impeccable records, manage telephone billing, update internal directories, and handle sensitive information with the utmost discretion and respect for guest privacy.
Qualifications
1. Impeccable verbal communication skills with an elegant, composed, and confident telephone presence.
2. Natural sense of discretion, diplomacy, and emotional intelligence.
3. Ability to multitask seamlessly while maintaining composure in a high-end, fast-paced environment.
4. Proven experience with PBX systems and a strong understanding of luxury hotel operations.
5. Flexibility to work rotating shifts, in line with the demands of an iconic luxury property.
6. Previous experience in 5-star luxury hotels, preferably in heritage properties
7. Strong understanding of high-end hotel operations and service standards
8. Proven experience by using PBX Systems and advanced hospitality communication tools
9. Fluency in Italian and English (another language Arab, Chinese, Russian is highly desiderable)
10. Impeccable diction and an elegant confident speaking voice, with the ability to adapt tone and style to different guest profiles
11. Exceptional discretion, diplomacy and confidentiality, essential when interacting with high-profile and international guests
12. Strong multitasking and organizational skills, with the ability to remain composed in high-profile and international guests
13. Highly developed guest-centric mindset, with attention to detail and emotional intelligence
Additional Information
• Supplementary health insurance in addition to the National Collective Labor Agreement, extended to family members as well.
• Meal vouchers (Restaurant Ticket).
• Annual leave.
• ALL – Heartist® Program: employee benefit card offering discounted rates at all ACCOR properties and partner locations worldwide.
• Training and development: opportunities to develop your talent and grow within the property and at an international level.
Commitment to Diversity and Inclusion: we are an inclusive company and our goal is to attract, select, and promote diverse talents.