Hotel Phone Operator

MDM Group Marriotts•Miami, FL

10h•$18 - $19•Onsite

About The Position

Operate telephone switchboard station in order to answer telephone calls. Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Assist guests with accessing the internet. Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Communicate parking procedures to guests/visitors. Dispatch bell staff or valet staff as needed. Assist management in training, motivating, and coaching employees; and serve as a role model. Report accidents, injuries, and unsafe work conditions to manager; and maintain awareness of undesirable persons on property premises. Follow all company policies and procedures, ensure uniform and personal appearance is clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Requirements

At least 1 year of related work experience
High School diploma/ G.E.D. Equivalent.
English language proficiency.
Listening skills.
Telephone etiquette skills.
Electronic communication skills.
Applied reading skills.
Writing skills.
Decision-Making skills.
Computer skills.
Teamwork skills.
Customer service orientation.
Diversified relations skills.
Dependability.
Positive demeanor.
Presentation skills.
Integrity.
Multi-Tasking ability.

Responsibilities

Operate telephone switchboard station in order to answer telephone calls.
Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
Answer, record, and process all guest calls, messages, requests, questions, or concerns.
Assist guests with accessing the internet.
Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem.
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Communicate parking procedures to guests/visitors.
Dispatch bell staff or valet staff as needed.
Assist management in training, motivating, and coaching employees; and serve as a role model.
Report accidents, injuries, and unsafe work conditions to manager; and maintain awareness of undesirable persons on property premises.
Follow all company policies and procedures, ensure uniform and personal appearance is clean and professional, maintain confidentiality of proprietary information, and protect company assets.
Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others, and support team to reach common goals.
Comply with quality assurance expectations and standards.
Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.
Maintain awareness of undesirable persons on property premises.
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Address guests' service needs in a professional, positive, and timely manner.
Assist other employees to ensure proper coverage and prompt guest service.
Thank guests with genuine appreciation and provide a fond farewell.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
Provide assistance to coworkers, ensuring they understand their tasks.
Coordinate tasks and work with other departments to ensure that the department runs efficiently.
Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Support all co-workers and treat them with dignity and respect.
Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
Enter and locate work-related information using computers and/or point of sale systems.
Read and visually verify information in a variety of formats (e.g., small print).
Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
Activate and deactivate guest room message lights as appropriate.
Transfer guests with internet access issues to the internet service provider's customer support line.
Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
Receive, record, and relay messages accurately, completely, and legibly.
Follow up with guest regarding satisfaction with guest-related issues.