Telephones - Operator

The Broadmoor Hotel's Talent Acquisition Team•Colorado Springs, CO

About The Position

The Operator serves as a primary telephone contact for The Broadmoor, providing polished communication and discreet assistance to guests. The role handles incoming, outgoing, and internal calls and acts as a hub for guest requests, information, emergency coordination, and communication between departments. Operators also use service-management and text-messaging systems, dispatch on-property shuttles, redeem gift cards, and schedule wake-up calls. The position requires knowledge of resort amenities, events, operating hours, and local attractions, as well as calm and efficient handling of emergencies. Operators follow The Broadmoor’s operational, safety, and service standards and participate in ongoing training. The listed pay rate is $17.00 per hour.

Requirements

High school diploma or GED equivalent.
Sophisticated verbal communication, a polite tone, active listening, and flawless grammar.
Proficiency with a PBX switchboard system, headsets, and hotel software.
Ability to use Microsoft Office tools for documentation and email communication.
Discretion when handling confidential guest data, grace under pressure, empathy, and polished personal presentation.
Ability to work as a motivated team player and collaborate with colleagues.
Excellent communication, negotiation, and conflict-resolution skills, and ability to work in a fast-paced environment.
Ability to lift, pull, or push up to 50 pounds with assistance and proper safety practices.
Flexible schedule, including weekends and holidays, as required by the calendar of events.

Nice To Haves

Previous experience in hospitality, customer service, or switchboard is highly preferred; an equivalent combination of relevant education and professional background will also be considered.
Additional language skills are a major asset.

Responsibilities

Answer calls promptly and professionally using refined telephone etiquette and clear voice modulation.
Connect callers accurately to guest rooms, management, and departments such as housekeeping, concierge, spa, and dining.
Log, process, and track guest inquiries and maintenance or service requests using the Broadmoor service optimization management software.
Obtain complete and accurate information when handling guest requests.
Use and monitor real-time text-messaging software to communicate with guests and employees.
Dispatch on-property shuttles.
Redeem gift cards for outlets on the property.
Schedule and execute automated or manual wake-up calls.
Handle emergency and crisis calls calmly and efficiently by alerting security, management, or external emergency services, and monitor the 911 alert system.
Maintain knowledge of resort amenities, daily events, operating hours, and local attractions to provide accurate information to guests.
Attend and participate in ongoing training as required.
Comply with The Broadmoor’s guidelines, operational procedures, safety policies, and service standards.
Learn about The Broadmoor’s history, estate grounds, wilderness properties, culinary offerings, and retail outlets.
Perform additional duties as required or assigned.