OKU Bodrum- Call Center Agent

At OKU, we are committed to sourcing the best of local and international talent to cultivate our reputation for excellence. We are currently looking for a dedicated and service-oriented Call Center Agent to join our team at OKU Bodrum.

This role presents an exciting opportunity to be part of a prestigious and growing hotel & lifestyle brand. As a Call Center Agent, you will be responsible for managing the hotel's switchboard, handling internal and external calls, directing guest requests to the relevant departments, and ensuring smooth communication flow within the hotel.

You will be working from OKU’s newest luxurious location, opening in May 2026 in Bodrum, Turkey. This hands-on role invites the candidate to be part of an award-winning brand known for its commitment to quality and excellence.

ABOUT OKU

‘OKU’ is derived from the Japanese spiritual and architectural concept meaning ‘inner space.’ OKU Hotels is a boutique collection of soulfully curated, laidback luxury hotels, designed for the modern traveller. Each hotel is a meticulously crafted sanctuary, blending barefoot luxury with local connections and slow living.

Headquartered in London, OKU Hotels currently operates in Ibiza and Kos, with future openings planned in Turkey and Spain. Over the next five years, OKU aims to expand its portfolio to over ten exquisite properties in captivating destinations worldwide.

RESPONSIBILITIES OF THE ROLE

• Manage the hotel switchboard and handle all internal and external calls professionally.

• Direct guest inquiries and service requests to the relevant departments.

• Ensure all incoming calls are answered promptly and transferred correctly.

• Take messages for guests and ensure their accurate and timely delivery.

• Provide wake-up call services as requested.

• Assist guests with medical or emergency requests by coordinating with appropriate services.

• Regularly check the “lost posting” account in Opera and inform the Front Desk team if necessary.

• Notify the Duty Manager and Front Office Manager of any urgent or significant incidents.

• Keep track of daily notes, logs, and checklists.

• Be knowledgeable about reception duties and provide support to the Front Desk when needed.

• Input guest information from registration cards into the Opera system.

• Operate hotel communication devices such as fax, photocopiers, and computer systems.

• Stay informed about hotel events, conferences, and daily activities to assist guest inquiries.

• Answer calls within three rings and follow hotel phone etiquette standards.

• Apply LQA (Leading Quality Assurance) standards to all guest interactions.

• Maintain a positive, friendly, and professional tone in all calls.

• Keep the office clean and organized while managing office supplies efficiently.

• Record guest complaints, requests, and room maintenance issues accurately.

• Adhere to hotel safety and security procedures.

• Attend departmental meetings and training sessions as required.

• Support the team with flexible working hours, including shifts at night if necessary.

• Perform additional tasks assigned by the Front Office Manager.

CANDIDATE REQUIREMENTS

• Previous experience in a similar switchboard or front office role is preferred.

• Excellent communication and customer service skills.

• Ability to handle multiple calls and tasks efficiently.

• Familiarity with hotel management systems (Opera knowledge is a plus).

• Ability to work in a fast-paced environment and remain calm under pressure.

• Proactive, detail-oriented, and team player.

• Fluency in Turkish is required; English proficiency is a plus.

TECHNICAL AND BEHAVIORAL COMPETENCIES

• Strong organizational and multitasking skills.

• Professional phone etiquette and ability to handle confidential information.

• Knowledge of guest service standards and best practices.

• A proactive approach with a strong sense of responsibility.