Guest Services Phone Operator- The REMI Scottsdale

Horseshoe Bay Resort•Scottsdale, AZ

About The Position

The Guest Services Phone Operator is part of the hotel’s PBX team and serves as a first point of contact for guests calling the hotel. The role provides friendly, efficient service while maintaining high service standards. Operators handle incoming calls from external and in-house guests, communicate guest needs to the appropriate departments, and follow up to ensure requests are handled. They also take room service orders and address guest complaints by researching issues, developing effective solutions, and negotiating results. The position includes helping resolve concerns such as price conflicts and insufficient heating or air conditioning. Part-time and full-time positions are available. The hotel operates 24 hours a day, seven days a week. 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.

Requirements

Previous guest service experience is required.
A friendly and professional demeanor.
Strong computer skills.
Comfort using mobile apps.
Ability to multitask and remain calm and alert, particularly during emergencies and heavy hotel activity.

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, conduct thorough research, develop effective solutions, and negotiate results.
Listen to guests and assist in resolving problems such as price conflicts or insufficient heating or air conditioning.
Remain calm and alert during emergency situations and periods of heavy hotel activity.