Guest Services-Telephone Operator

Remington Hospitality•New York, NY

11d•Onsite

About The Position

The Telephone Operator will be responsible for answering, recording, logging, and processing all guest calls, requests, questions, or concerns. This role operates the telephone switchboard station and processes various guest requests such as wake-up calls, call screening, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. The operator will also advise guests of messages, monitor lines, update callers on hold, and relay messages accurately. Additionally, they will activate/deactivate guest room message lights, assist guests with internet access, respond to special requests, and follow up to ensure guest satisfaction. This role also involves dispatching bell staff, valet staff, and shuttle services for airport transportation. The operator is expected to answer calls within 3 rings and educate incoming callers on hotel amenities and services.

Requirements

Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions.
High work ethic and self-initiative.
Ability to work in a standard office environment.
Prolonged periods of sitting at a desk and working on a computer (6-8 hours a day).
Occasional standing and walking throughout the workday.
Frequent fine motor skills, use of hands and fingers for keyboarding/typing, utilizing a mouse or trackpad, writing, and operating office equipment.
Ability to communicate effectively verbally and in writing.
Occasionally required to stand, walk, bend, reach, or carry items.
Ability to lift and/or move 10–25 pounds as needed (e.g., files, office supplies).
Visual ability to read from a computer screen and printed materials, including close visual focus for extended periods and color differentiation (for certain roles).
Ability to hear and participate in conversations and meetings, use phone and/or headset.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Nice To Haves

May be required to work varying schedules to include nights, weekends, and holidays.
Someone who enjoys working as and being part of a team that provides great experiences for our Guests!

Responsibilities

Answer, record, log, and process all guest calls, requests, questions, or concerns.
Operate telephone switchboard station.
Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
Advise the guest of any messages received.
Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
Receive, record, and relay messages accurately, completely, and legibly.
Activate/deactivate guest room message lights as appropriate.
Instruct guests on how to access the internet; transfer guests with problems to the provider's customer support line.
Respond to special requests from guests with unique needs.
Contact the appropriate individual or department as necessary to resolve guest call, request, or problem.
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Dispatch bell staff or valet staff as needed.
Dispatch shuttle calls for airport transportation.
Answer calls within 3 rings.
Educate incoming calls on hotel amenities and services available to them during their stay.