Communications Operator

Auberge Collection•Mountain Village, CO

8h•Onsite

About The Position

As a Communications Operator at Madeline Hotel & Residences, you will serve as the primary liaison for internal and external hotel communications. You will handle calls, messages, and guest requests promptly and courteously, connect callers with the appropriate departments or individuals, and help ensure smooth communication throughout the property. The role also supports guest services through text messaging, amenity coordination, inventory monitoring, and Lost & Found recordkeeping.

Requirements

At least 1 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.

Responsibilities

Respond to incoming calls efficiently and courteously, routing them to the appropriate department or individual.
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 the appropriate departments or individuals, such as Bellperson, Front Desk, Housekeeping, Engineering, and Security/Loss Prevention, 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 to 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, speaking pleasantly, using callers’ names, requesting permission before placing callers on hold, relaying messages, and allowing callers to end the call.
Monitor the hotel platform and respond to text messages 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 as needed.
Maintain Lost & Found records and follow established procedures.