PBX Operator - DoubleTree by Hilton New York – LaGuardia Airport
About The Position
At the DoubleTree by Hilton New York – LaGuardia Airport, first impressions matter - and often, the first impression a guest has of us is over the phone. We're looking for a PBX Operator/Guest Service Agent who can deliver warm, accurate, and efficient service with every call, ensuring every guest can hear the smile in your voice. If you're detail-oriented, love connecting with people, and take pride in being the calm, knowledgeable voice guests can count on, we'd love to meet you. As our PBX Operator/Guest Service Agent, you'll be a key point of contact for guests and callers alike - managing incoming calls, providing accurate information, and supporting the smooth flow of communication throughout the hotel. Precision, courtesy, and a genuine "smile in your voice" are what set our team apart.
Requirements
- 1–2 years of customer service experience; hotel setting strongly preferred
- Strong written and verbal communication skills
- A courteous, composed demeanor - even during high call volume
- High School Diploma or GED; 2 years of related experience/training, or an equivalent combination of education and experience
- Ability to lift up to 50 lbs. and remain standing for extended periods
- Availability for flexible scheduling, including evenings, weekends, and holidays
Nice To Haves
- Previous hotel experience preferred, but not required
- Comfort working with hotel systems (PEP PMS experience a plus)
Responsibilities
- Answer telephone inquiries and provide accurate, up-to-date information in a courteous and timely manner
- Operate the switchboard with precision, ensuring all calls are answered within 3 rings
- Answer and transfer calls in accordance with hotel standards; send and receive faxes
- Log and process wake-up calls, ensuring all are run through the call accounting system
- Log and inform guests of incoming packages
- Ensure guest needs and requests are completed in a timely manner, following through on any issues or discrepancies
- Maintain a warm, professional tone and composure when addressing guests and fellow Associates
- Use guests' names throughout interactions
- Maintain working knowledge of all hotel functions and services
- Complete daily shift checklist, reports, records, and logs as required
- Verify daily rate and availability
- Restock and organize work areas as needed
- Attend all mandatory meetings and hotel functions
- Comply with all company standards and policies as outlined in the Employee Handbook
- Other duties as required
Benefits
- Highly competitive salaries
- Outstanding health benefits
- Extensive training and development programs
- Promotion within the organization
- A positive team-based culture
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
