Guest Services Operator

Intercontinental St Paul Riverfront•Saint Paul, MN

2d•Onsite

About The Position

At the Intercontinental St. Paul Riverfront, you'll be part of a team that sets the standard for hospitality. Our riverfront location in vibrant downtown St. Paul creates an inspiring backdrop for delivering exceptional guest experiences - from the quick night away, to business travelers, to unforgettable events and everything in between. Our team is Guest Obsessed! We're committed to fostering a culture of collaboration, recognition and professional growth, where your passion and dedication are celebrated. Join us and help share unforgettable moments while building a career you are proud of. Guest Services Operator Status Hourly, Non-Exempt (Eligible for Overtime) Reports to Front Desk Manager GENERAL PURPOSE As our Guest Services Operator, you server at the central point of contact for internal and external calls, ensuring that every guest and colleague communication is handled efficiently, courteously and with a genuine sense of care.

Requirements

Previous experience in a customer service, hospitality or switchboard role preferred.
A warm, friendly and professional demeanor with a focus on guest satisfaction, must be “Guest Obsessed!”
Excellent verbal communication and active listening skills.
Professional phone etiquette, with a calm, clear speaking voice.
Ability to multitask in a fast-paced environment while maintaining accuracy.
Basic computer and telephone system knowledge.
Flexibility to work various shifts, including evenings, weekends and holidays.

Responsibilities

Answer and direct all incoming calls promptly, professionally and courteously.
Assist guests with information requests, messages and wake-up calls.
Communicate guests requests and messages to appropriate departments quickly and accurately.
Maintain a thorough knowledge of hotel facilities, services and operating hours.
Handle emergency calls, alarms, and security communications following hotel safety procedures.
Monitor and maintain accurate logs of calls, messages and incidents.
Support the Front Office and Concierge teams to enhance the overall guest experience.
Uphold brand standards and demonstrate genuine care in every guest interaction.
Assist with Front Desk check in and outs when needed.
Other duties as assigned by management.