Langham Service Telephone Operator - The Langham, Boston

Langham Hospitality Group

7d•Onsite

About The Position

The Langham, Boston is one of the city’s most historic hotels and one of the most iconic luxury hotels in the US. You will be working with Front Office team to deliver an exceptional guest experience by consistently following all service, brand, and Forbes standards, as well as standard operating procedures. The agent ensures timely, warm, and accurate handling of all internal and external calls, messages, and requests.

Requirements

Proficient in Windows OS, Microsoft Office Suite, Shiji PMS, and communication platforms such as Alliants.
Able to sit for extended periods and perform light physical tasks such as reaching, grasping, walking, kneeling, squatting, lifting up to 50 lbs., and operating equipment as needed.
Maintain flexible availability including weekends, holidays, and overnight shifts as required.
Legally authorized to work in the United States

Nice To Haves

Previous experience in guest services at a luxury property strongly preferred.
Familiarity with Forbes service standards and five-star expectations preferred.
Fluency in two or more languages (spoken and written) is preferred.
CPR certification preferred.

Responsibilities

Answer and direct all incoming calls promptly, within three rings, in accordance with The Langham, Boston standards.
Communicate effectively with guests through all systems, including voice calls, HotSOS, Shiji, OneNote, and Alliants.
Record guest requests accurately and promptly, assign them to the appropriate departments, and ensure follow-up until completion.
Operate all software platforms (HotSOS, Shiji, Alliants) with accuracy and efficiency. Enter requests, track progress, close tasks, and communicate updates with relevant teams.
Demonstrate strong knowledge of the hotel’s layout, services, and key contacts across departments to answer guest inquiries and direct calls appropriately.
Assist guests with a variety of requests, providing accurate information and offering thoughtful solutions to enhance their stay.
Print requested materials for guests and log interactions for reference and follow-up.
Engage with guests when possible, offering assistance proactively and maintaining a warm, polished demeanor.
Utilize the 2-way radio and accurately document all necessary communication in the correct system.
Prioritize multiple requests to ensure timely follow-through and resolution.
Keep detailed documentation of all guest interactions involving service requests or concerns.
Share all critical updates and unresolved matters with the oncoming shift to ensure continuity and accountability.
Treat every guest interaction as a unique opportunity to create a memorable and positive experience.
Resolve guest concerns professionally, document the incident, and escalate when appropriate to management.
Foster a collaborative team environment with a positive, solutions-focused mindset.
Follow all company health and safety policies and procedures.
Perform other duties as assigned by leadership.