GEL-PBX Hotel Operator

Highgate Hotels • Greenville, SC

4d • Onsite

About The Position

The Gel Operator is responsible for ensuring efficient communication within, to, and from the hotel while providing attentive, courteous, and efficient customer service. Shifts are subject to change and are currently listed as 7:00 a.m.–3:30 p.m. or 2:45 p.m.–11:15 p.m. The successful candidate will be scheduled for these shifts and is expected to work weekends and holidays.

The position is at Grand Bohemian Lodge in downtown Greenville, South Carolina, a boutique lodge featuring an onsite spa, art gallery, fitness center, restaurants, and event spaces. The operator communicates with guests and hotel employees, handles incoming calls and messages, coordinates employee dispatches, and responds to guest inquiries and concerns. The role also supports front desk associates as needed and helps maintain a clean and safe work environment.

Requirements

• High school diploma or equivalent; experience in a hotel or related field is preferred.
• Maintain a warm and friendly demeanor at all times.
• Communicate effectively, verbally and in writing, with employees and guests at all levels in an attentive, friendly, courteous, and service-oriented manner.
• Listen to, understand, and clarify concerns raised by employees and guests.
• Multitask and prioritize departmental functions to meet deadlines.
• Understand and apply complex information and data from various sources to meet objectives.
• Maintain confidentiality of information.
• Be available for flexible and sometimes long hours.
• Work the scheduled shifts, including weekends and holidays.

Nice To Haves

• Experience in a hotel or related field.

Responsibilities

• Answer telephone calls promptly using a positive, clear voice and the standard greeting.
• Understand the operation and function of the PBX console.
• Identify the correct extension and transfer calls accurately.
• Record guest messages accurately and recall them when requested by reading and verbally reciting them to guests.
• Receive wake-up call information, enter it carefully into the automated wake-up system, and verbally confirm the time with the guest.
• Understand and use the resort two-way radio communication system.
• Act as a dispatcher for security, guest services, and property operations employees.
• Provide timely information through the paging system and two-way radios in response to emergencies and guest requests, including plumbing problems and shuttle service.
• Answer basic inquiries, such as questions about the time, extension numbers, and outlet hours.
• Operate the facsimile machine to send and receive documents.
• Operate the photocopier.
• Shop competitors for rates and availability.
• Remain calm and polite, particularly during emergencies or periods of heavy resort activity.
• Know resort emergency procedures and the operator's role in them.
• Complete guest callbacks, ensure questions are answered correctly, and follow up to confirm concerns have been resolved.
• Assist front desk associates as needed.
• Perform other duties as requested by the supervisor or management.
• Maintain a clean and safe work environment.
• Clock out at the end of the shift and leave the property until the next scheduled shift.
• Attend required hotel meetings and training.
• Maintain regular attendance and meet standards for personal appearance and grooming, including wearing the proper uniform and nametag.
• Comply with hotel standards and regulations to encourage safe and efficient operations.
• Support productivity, identify problem areas, and assist with implementing solutions.
• Handle problems by anticipating, preventing, identifying, and solving them as necessary.
• Maintain confidentiality of information and show initiative by anticipating guest or operational needs.
• Cross-train in other hotel-related areas.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program (EAP)
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED