Telephone Operator (Royal Service)

AccorHotel • Dallas, TX

2d • Onsite

About The Position

The Telephone Operator (Royal Service) is responsible for ensuring that guest calls are received promptly and dispatched to the appropriate individuals/departments. This role involves responding to general hotel questions, managing the phone operating system, and understanding emergency procedures. The operator will also handle guest needs, communicate hotel features and activities, resolve guest complaints, log and dispatch tickets within the Royal Service Management system, facilitate order taking for In-Room Dining, suggestively up-sell menu choices, and coordinate with the In-room Dining team and kitchen for prompt delivery. Additionally, the role may involve assisting with guest registration at the Front Desk and Reservation creation during peak times, building guest loyalty, coordinating guest room billing, responding to guest requests via various channels, and performing other tasks as needed to ensure optimum service to guests.

Requirements

• High school graduate or equivalent vocational training certificate
• Computer literate in Microsoft Office applications
• Very comfortable working with different applications and systems
• Fluency in English both verbal and non-verbal
• Ability to perform job functions with attention to detail, speed and accuracy
• Ability to prioritize and organize
• Ability to be a clear thinker, remaining calm and resolving problems using good judgement
• Ability to work cohesively with co-workers as part of a team
• Ability to work with minimal supervision
• Ability to maintain confidentiality of guest information and pertinent hotel data

Nice To Haves

• Previous experience in Guest Relations an asset
• Knowledge of Opera Property Management system an asset

Responsibilities

• Ensure that guest calls are received promptly and dispatched to the appropriate individuals/departments
• Respond to general hotel questions from outside callers and guests
• Complete knowledge of the phone operating system including trouble shooting
• Knowledge of emergency procedures including calls for Emergency Services and use of our Emergency extension
• Ensure that guests’ needs are responded to promptly and that all guests are acknowledged, however busy and whatever time of day.
• Communicate hotel features, services, and daily activities to guests
• Resolve guest complaints, ensuring guest satisfaction with proper follow up and documentation
• Log, dispatch and clear tickets within Royal Service Management system
• Facilitate order taking for In-Room Dining queries
• Suggestively up-sell and offer recommendations on menu choices
• Effectively communicate with In-room Dining team and kitchen to ensure prompt delivery
• During peak or scheduled times, assist with guest registration at Front Desk and Reservation creation in support of Reservations department
• Build guest loyalty through personalized service
• Coordinate guest room billing
• Respond to all guest requests in person, via email, and via phone
• Assist with other tasks as required and where necessary to ensure optimum service to guests

Benefits

• Paid time off
• Medical, Dental and Vision Insurance
• 401K
• Complimentary Shift Meal
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academy designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21
• Career development opportunities with national and international promotion opportunities
• Eligible performance based bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees