Hotel Phone Operator

MDM Group Marriotts•Miami, FL

1d•$18 - $19•Onsite

About The Position

The Hotel Phone Operator operates the telephone switchboard and provides responsive guest assistance by handling calls, messages, requests, questions, and concerns. The role processes wake-up calls, call screening, do-not-disturb requests, call forwarding, conference calls, TDD relay calls, and calls from non-registered guests. It also helps guests access the internet, provides information about hotel amenities, services, operating hours, and local attractions, and coordinates with appropriate hotel departments to resolve issues. The operator follows up with guests to confirm their needs have been met, communicates parking procedures, and dispatches bell or valet staff as needed. The position supports a safe, professional, and welcoming environment by following company and department procedures, protecting guest and coworker privacy, maintaining a professional appearance, safeguarding company assets, and reporting accidents or unsafe conditions. It includes assisting management with employee training, motivation, and coaching; coordinating work across departments; maintaining positive working relationships; and meeting quality assurance standards. The job requires clear and courteous communication, attentive guest service, computer use, and the ability to stand, sit, or walk for extended periods and handle objects weighing up to 10 pounds without assistance. This is a full-time, on-site, non-management position at JW Marriott Marquis Miami.

Requirements

High school diploma or GED equivalent.
At least 1 year of related work experience.
English-language proficiency and clear, professional verbal and written communication skills.
Telephone etiquette, listening, electronic communication, applied reading, and writing skills.
Computer skills and decision-making ability.
Teamwork, customer-service orientation, and ability to work with diverse people.
Dependability, a positive demeanor, professional presentation, and integrity.
Ability to multitask.
Ability to stand, sit, or walk for an extended period or an entire work shift.
Ability to read and visually verify information in a variety of formats.
Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

Responsibilities

Operate the telephone switchboard and answer guest and other calls using appropriate telephone etiquette.
Process guest requests for wake-up calls, call screening, do-not-disturb service, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
Answer, record, and process guest calls, messages, requests, questions, and concerns; receive, record, and relay messages accurately and completely.
Assist guests with internet access and direct internet-access issues to the internet service provider’s customer support line when appropriate.
Provide directions and information about hotel amenities, services, hours of operation, and local areas of interest and activities.
Contact the appropriate hotel employee or department to resolve guest calls, requests, or problems, and follow up to confirm guest satisfaction.
Communicate parking procedures to guests and visitors, and dispatch bell or valet staff as needed.
Advise guests of messages received for them and send messages to their rooms when required; activate or deactivate guest-room message lights as appropriate.
Monitor busy or unanswered lines, update callers who are on hold, and offer to take messages.
Welcome and acknowledge guests, anticipate and address their service needs, assist guests with disabilities within guidelines, and thank guests with genuine appreciation.
Coordinate tasks and work with other departments to support efficient operations and prompt guest service.
Assist management in training, motivating, and coaching employees, and serve as a role model.
Support coworkers, exchange information clearly, and develop positive and productive working relationships across teams.
Follow safety, emergency, security, privacy, confidentiality, uniform, and company-property procedures; report accidents, injuries, and unsafe conditions.
Comply with quality assurance expectations and standards and perform other reasonable duties as requested by supervisors.