About the position
Join our team as a Communications Operator and become one of the authors of our story. The Communications Operator is a critical member of the guest services team, attending to outside calls, as well as calls and messages from the rooms regarding guest requests for services. You will use your knowledge of automated phone systems to send, receive and route calls, set up and handle voicemail and enable multi-party telephone conversations.
Responsibilities
- Answer telephone calls and provide a well-mannered reply to all telephone callers in a professional manner.
- Manage all incoming and outgoing calls at the front desk of the hotel.
- Provide thorough and accurate information about various hotel services, amenities and/or features that Wildflower Farms provides.
- Accept wakeup call service requests from guests and provide timely wakeup call service to in-house guests.
- Take notes and messages via the telephone and properly delivering them to the appropriate guests.
- Properly and professionally handle any guest issues and, if needed, seek help from fellow team members or managers.
- Record all guest services needs and issues and ensure that guests receive assistance from the appropriate team member or manager.
- Stay familiar with different hotel services, experiences offered, terminologies and glossaries.
- Carefully handle all telephone equipment and maintain proper telephone handling procedure set by Wildflower Farms.
- Become familiar with and keep a record of all departments extension numbers, department head’s telephone numbers and, if possible, their private numbers so that in times of emergency they can be reached swiftly.
- Keep the working area clean and make sure all equipment is functioning properly.
- Establish and maintain good professional relationships with other departments such as Housekeeping, In-Room Dining, Engineering, Sales, Culinary.
Requirements
- Previous experience managing a Communications system; luxury hotel experience desired.
- Ability to anticipate guests’ needs, change goals and direction quickly and to multitask.
- Working knowledge of communications management systems.
- Computer literate and good knowledge of Google document management.
- Superb organization and communication skills.
- Reliability, diligence, dedication and attention to detail.
- Self-motivated and enthusiastic, able to lead the housekeeping team by example.
