Hotel Telephone Operator

IHG

8d

About The Position

As a Telephone Operator at Crowne Plaza Resort Guam is 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 a a unique individual and create memorable, personalized experiences.
A little taste of your day-to-day
Every day is different, but you’ll mostly be:
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.

Requirements

• 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 to multitasking abilities
• Ability to work in a fast-paced environment

Nice To Haves

• 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.
• We’re passionate about growing our talent.
• We’ll provide the training & development you need to succeed & progress into your next role.
• Join us and you’ll become part of the global IHG family – Our colleagues share some winning characteristics: we work better together, we trust and support each other, we aim higher by looking for better ways to do things, we do the right thing, and we welcome different perspectives.
• IHG is an equal opportunity employer: Minorities/ Females/ Disabled/ Veterans

What This Job Offers

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