Communications Operator

Auberge Collection•Telluride, CO

22h

About The Position

The Communications Operator is the primary liaison for internal and external communications at Madeline Hotel & Residences. The role ensures calls and messages are handled promptly and courteously, connects callers with the appropriate departments or individuals, and helps provide seamless communication and guest service throughout the property. The position also supports guest communications, daily amenity preparation, VIP report distribution, and Lost & Found procedures.

Requirements

At least one year of experience in the same or a similar role.
Ability to communicate clearly and pleasantly in English, orally and in writing.
Ability to perform assigned duties with attention to detail.
Ability to interact in a polite, professional, and engaging manner.

Nice To Haves

Experience in a luxury environment is preferred.

Responsibilities

Respond to incoming calls efficiently and courteously, directing callers to the appropriate department or individual.
Accurately record and relay messages to guests and staff, ensuring timely delivery and follow-up.
Assist guests with questions about hotel services, facilities, and local attractions.
Follow up with guests to confirm requests have been fulfilled and address service needs professionally and promptly.
Contact relevant departments or team members to resolve guest calls, requests, or problems.
Answer, record, and process guest calls, requests, questions, and concerns.
Anticipate guest service needs by asking questions, observing or listening for preferences, and acting on them when possible.
Engage with guests by phone about their stay, property services, and area attractions or offerings.
Use appropriate telephone etiquette, including answering within three rings, using the caller’s name, requesting permission before placing callers on hold, relaying messages, and allowing callers to end the call.
Monitor and respond to messages through the hotel platform, aiming to respond within four minutes whenever possible.
Handle sensitive employee or guest matters with tact, respect, diplomacy, and confidentiality.
Monitor busy or unanswered lines, update callers who are on hold, and offer to take messages.
Coordinate daily amenity preparation with In Room Dining and prepare amenity cards for the following day.
Assist with distributing weekly VIP reports.
Monitor amenity inventory, report low stock to Guest Services Leaders, and restock when needed.
Maintain Lost & Found records and follow established procedures.