Phone Operator

Hersha Hospitality Management LP•Miami Beach, FL

21h

About The Position

The Phone Operator is responsible for answering and directing internal and external telephone calls in accordance with established guest service and sustainability standards. This role involves promptly and professionally handling calls, transcribing and verifying messages, managing wake-up calls, paging guests and patrons, and acting as a dispatcher for security, guest services, and property operations associates. The operator provides timely information, responds to emergencies, initiates emergency responses, and resolves complications and complaints. The position also requires practicing safe work habits and adhering to MSDS and OSHA standards.

Requirements

High School diploma or equivalent.

Nice To Haves

Previous receptionist or customer service experience preferred.

Responsibilities

Promptly and professionally answer telephone calls and ascertain the correct extension and direction of call.
Transcribe complete messages and repeat information to verify accuracy.
Input and retrieve messages from the computer as requested.
Receive wake-up call information, input accurately into the automated wake-up system and verbally confirm time with guest.
Page guests and patrons using the public address system.
Act as dispatcher for security, guest services and property operations associates.
Provide timely information via paging system and two way radios to associates in response to emergencies and guest requests.
Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately.
Initiate emergency response as necessary and legibly document pertinent details.
Respond to and resolve all complications and complaints.
Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
Perform other duties as requested by management.