Telephones - Operator

The Broadmoor•Colorado Springs, CO

About The Position

The Telephones Operator acts as the primary voice of The Broadmoor, providing polished, discreet service and efficient communication for guests. The role handles incoming, outgoing, and internal calls, serves as a central point for guest requests, shares resort information, coordinates emergencies, and communicates across departments. Operators also use service and messaging systems, dispatch on-property shuttles, redeem gift cards, and arrange wake-up calls. The position requires compliance with resort procedures and service standards, ongoing training, and a willingness to learn about the resort and its offerings. Other duties may be assigned, and responsibilities may change as operational circumstances require.

Requirements

Minimum high school diploma or GED equivalent.
Sophisticated verbal communication, a consistently polite tone, active listening, and flawless grammar.
Ability to use PBX switchboard systems, headsets, and hotel software.
Ability to use Microsoft Office tools for documentation and email communication.
Discretion when handling confidential guest data, composure under pressure, empathy, and polished personal presentation.
Ability to work collaboratively as a motivated team player and contribute through positive energy.
Strong 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 event calendar.

Nice To Haves

Previous experience in hospitality, customer service, or switchboard operations is highly preferred; an equivalent combination of relevant education and professional background will 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, or 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 various on-property outlets.
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; 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 institutional standards, including Forbes Travel Guide and AAA Five-Diamond standards.
Continue learning about The Broadmoor’s history, estate grounds, wilderness properties, culinary offerings, and retail outlets.
Perform other duties as assigned.