Hotel Telephone Operator

IHG • Guam, GU

5d • Onsite

About The Position

As a Telephone Operator at Crowne Plaza Resort Guam, you will be the first point of contact for guests via phone, email, and internal communication channels. This role is responsible for providing exceptional customer service by handling guest inquiries, requests, and concerns promptly and professionally. The ideal candidate demonstrates excellent communication skills, attention to detail, and a genuine passion for hospitality. You will recognize each guest as a unique individual and create memorable, personalized experiences.

Requirements

• Must be resident of Guam or be able to reside on Guam
• US Citizens or US Permanent Residents (Green Card Holders)
• Residents of Federated States of Micronesia (FSM)
• Minimum one (1) year experience in customer service or switchboard operator.
• Strong communication skills
• Strong interpersonal skills and excellent command of written and spoken English
• Strong organizational skills
• Strong problem-solving and multitasking abilities
• Ability to work in a fast-paced environment

Nice To Haves

• Prior experience as Telephone Operator, Front Desk Agent or Reservation Agent in hotel industry a plus.
• Experience with OPERA hotel property management system in highly preferred.
• Prior experience in a full-service hotel and/or resort is highly preferred
• Additional language such as Japanese, Korean and Chinese is preferred

Responsibilities

• Efficiently manage a high volume of incoming calls, ensuring timely responses to guest inquiries
• Handle each call with accuracy, efficiency and courtesy following Crowne Plaza Resort Guam Brand Standard
• Calling guests and colleagues by name whenever possible to create a personalized experience
• Share detailed and accurate information about hotel amenities, services, and local attractions to enhance the guest experience
• Addressing guest needs and requests promptly, escalating complaints when necessary
• Collaborate closely with other departments to ensure guest requests are fulfilled promptly and accurately
• Stay up-to-date with hotel policies, procedures, and promotions to provide accurate information to guests
• Address guest concerns and complaints professionally, ensuring satisfactory resolutions
• Support the Front Office team during peak periods as needed.
• Contribute to a positive and team-oriented work environment.

Benefits

• A chance to become part of the global IHG family - opening a door to endless career opportunities.
• Training & development to succeed & progress into your next role.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed