Telephone Operator

The Broadmoor Hotel's Talent Acquisition Team•Colorado Springs, CO

3d•Onsite

About The Position

The Broadmoor is committed to creating a culture of family and community while simultaneously providing a genuine, unforgettable experience for our guests and team. This role will play a key part in continuing to uphold our reputation and providing exceptional service to our guests. As a member of the Telephone Department, you will use private branch exchange (PBX) to relay incoming, outgoing, and interoffice calls. You will ensure guest satisfaction through prompt and efficient service in a courteous and professional manner and assist with and provide guests with information. Our employees represent The Broadmoor brand and are Ambassadors of our Forbes Five-Star and AAA Five Diamond Standards.

Requirements

High school diploma or general education degree (GED), or one to three months related experience and/or training; or equivalent combination of education and experience.
Experience with Microsoft Office suite (Word, Excel, Outlook, PowerPoint) and other computer database systems
Occasional heavy lifting (up to 50 lbs) with a work environment that may be indoors and outdoors at times
Enthusiastic, friendly, and energetic team member who works well with others
Strong interpersonal communication skills and comfort working on the phones.
Flexibility in schedule as this position will require evening shifts, weekend and holiday shifts.

Responsibilities

Utilizes Attendant Console to answer, screen and route internal and external calls
Obtains complete and accurate information when handling all guest requests
Work directly with Departments to assist with all requests and questions
Utilizes, and monitors, a real-time text messaging software to communicate with guests and employees
Utilizes a service optimization software to enter and monitor service requests
Maintain knowledge of Broadmoor history, grounds, and retail outlets, inclusive of overall department’s knowledge
Dispatches on-property shuttles
Gives full assistance in emergency situations
Monitors 911 Alert System
Takes and relays service calls over the radio to various departments
Redeems gift cards for various outlets on property
Handles after hour calls for various departments
Execute service duties in accordance with Forbes/AAA inspection standards and Broadmoor Standards of Excellence
Attends and participates in on-going training as required
Maintains professional personal appearance
Uphold and abide by all The Broadmoor policies and procedures
Knows and practices accident prevention and safety procedures