At Your Service - Telephone Operator

Job Title: At Your Service - Telephone Operator

Position Summary:

The Telephone Operator plays a crucial role in ensuring excellent guest service by managing and processing all guest requests, questions, and concerns received via telephone, email, chat, and mobile communication devices. The role involves operating the telephone switchboard, directing calls, and ensuring that all guest needs are addressed promptly and effectively.

Roles & Responsibilities:

- Guest Communication:
- Answer, record, and process all guest requests, questions, or concerns through various communication channels (telephone, email, chat, mobile devices).
- Operate the telephone switchboard to connect and direct calls to the appropriate extension.
- Process guest requests for wake-up calls and accurately relay messages.

- Request Management:
- Log all guest requests or issues into the computer system.
- Contact the appropriate individual or department (e.g., Bellperson, Housekeeping) to address guest needs.
- Follow up with guests to ensure their requests have been resolved to their satisfaction.

- Information Provision:
- Provide information to guests about room features, property amenities, and local areas of interest.
- Assist guests with accessing internet and guestroom entertainment.

- Room Service:
- May process room service orders, answer questions on menu selection, and record transactions in the point-of-sale system.

- Customer Service:
- Welcome and acknowledge all guests according to company standards.
- Anticipate and address guest service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
- Speak with others using clear and professional language; answer telephones using appropriate etiquette.

- Compliance and Appearance:
- Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional.
- Maintain confidentiality of proprietary information and protect company assets.
- Comply with quality assurance expectations and standards.

- Physical Requirements:
- Read and visually verify information in various formats.
- Stand, sit, or walk for an extended period or entire work shift.
- Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

- Team Support:
- Develop and maintain positive working relationships with others.
- Support the team to reach common goals.
- Perform other reasonable job duties as requested by supervisors.

Preferred Qualifications:

- Education:
- High school diploma or G.E.D. equivalent.

- Related Work Experience:
- No related work experience required.

- Supervisory Experience:
- No supervisory experience required.

- License or Certification:
- None required.