Guest Services-Telephone Operator

Remington Hospitality•New York, NY

5d•Onsite

About The Position

This role involves managing all incoming guest communications via telephone, ensuring efficient and satisfactory resolution of requests and concerns. The operator will handle a variety of tasks including call processing, message relay, and providing information about hotel amenities and services. The position requires a strong work ethic, attention to detail, and the ability to work effectively in a team environment.

Requirements

Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions
High work ethic and self-initiative
Ability to work in a standard office environment.
Prolonged periods of sitting at a desk and working on a computer. (6-8 hours a day)
Occasional standing and walking throughout the workday.
Frequent fine motor skills, use of hands and fingers for keyboarding/typing, utilizing a mouse or trackpad, writing, and operating office equipment.
Ability to communicate effectively verbally and in writing.
Ability to lift and/or move 10–25 pounds as needed (e.g., files, office supplies).
Visual ability to read from a computer screen and printed materials including close visual focus for extended periods and color differentiation (for certain roles).
Ability to hear and participate in conversations and meetings, use phone and/or headset

Nice To Haves

May be required to work varying schedules to include nights, weekends, and holidays
Someone who enjoys working as and being part of a team that provides great experiences for our Guests!

Responsibilities

Answer, record, log, and process all guest calls, requests, questions, or concerns.
Operate telephone switchboard station. Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
Advise the guest of any messages received. Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
Receive, record, and relay messages accurately, completely, and legibly. Activate/deactivate guest room message lights as appropriate.
Instruct guests on how to access the internet; transfer guests with problems to the provider's customer support line.
Respond to special requests from guests with unique needs.
Contact the appropriate individual or department as necessary to resolve guest calls, requests, or problems.
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Dispatch bell staff or valet staff as needed.
Dispatch shuttle calls for airport transportation.
Answer calls within 3 rings.
Educate incoming callers on hotel amenities and services available to them during their stay.