At Your Service
About The Position
The At Your Service (AYS) Phone Operator position is responsible for answering, recording, and processing all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. This role involves operating the telephone switchboard, processing guest requests for wake-up calls, and connecting and directing calls to the appropriate extension. The operator will receive, record, and relay messages accurately, and log all guest requests or issues into the computer, contacting the appropriate individual or department and following up with the guest to ensure their request has been resolved to their satisfaction. Additionally, the AYS operator will provide information to guests about room features, property amenities, and local areas of interest. This role may also involve processing room service orders, answering questions on menu selection, and recording transactions in the point-of-sale system, as well as assisting guests with accessing the internet and guestroom entertainment. This industry operates seven days a week, twenty-four hours a day.
Requirements
- High School Graduate or General Education Degree (GED): or Work Equivalent
- Strong technical skills in Word, Excel, Outlook along with good internet navigation skills.
- Excellent organizational skills, flexibility.
- Excellent interpersonal skills, Superior oral/written communication skills; ability to interact successfully with all levels.
- Excellent telephone etiquette, Understanding of the English language and good communication skills both written and verbal.
- Exert physical effort in lifting/transporting at least 25 pounds.
- Push/pull carts and other equipment up to 100 pounds.
- Endure various physical movements throughout the work areas.
- Must be able to stand and exert well-paced mobility for lengthy periods of time.
Responsibilities
- Always maintain positive guest relations and guest confidentiality.
- Work to resolve guest complaints, ensuring guest satisfaction.
- Effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.
- Effectively listen to, understand, and clarify concerns raised by employees and guests.
- Multitask and prioritize departmental functions to meet deadlines.
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Effectively handle problems, including anticipating, preventing, identifying and solving problems as necessary.
- Understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
- Cross-train in other hotel-related areas and show initiative, including anticipating guest or operational needs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
