Guest Services Phone Operator- The REMI Scottsdale

Crescent Careers•Scottsdale, AZ

3d•Onsite

About The Position

The Guest Services Phone Operator is the first point of contact for guests calling the hotel. The role provides friendly, efficient service and helps maintain high service standards by communicating guest needs to the appropriate departments and following up on requests. Duties also include taking room-service orders and researching and resolving guest complaints, including price conflicts and heating or air-conditioning issues. The position requires multitasking and remaining calm and alert during emergencies and periods of heavy hotel activity. Part-time and full-time positions are available. Shifts are generally 7 a.m.–3 p.m. or 3 p.m.–11 p.m.; mid shifts may be scheduled based on business needs. The hotel operates 24 hours a day, seven days a week.

Requirements

Previous guest-service experience is required.
Friendly and professional demeanor.
Strong computer skills.
Comfort using mobile apps.
Ability to multitask and remain calm and alert during emergencies and busy periods.

Nice To Haves

Hotel experience is highly preferred.

Responsibilities

Answer incoming calls from external and in-house guests.
Communicate guest needs to the appropriate department and follow up to ensure requests have been handled.
Take room-service orders.
Handle guest complaints by conducting thorough research, developing effective solutions, and negotiating results.
Listen to guests and assist with resolving problems such as price conflicts and insufficient heating or air conditioning.
Remain calm and alert, particularly during emergency situations and periods of heavy hotel activity.