Telephone Operator

IHG

8h•Onsite

About The Position

The Telephone Operator is responsible for processing all incoming and outgoing calls accurately and courteously. This role involves recording and controlling wake-up calls, paging guests, assisting guests with international calls and directory queries, and recording all requests on daily job sheets. The operator will attend to guest queries and requests promptly, maintain knowledge of local and international telephone listings, and answer inquiries about hotel amenities and services. Additionally, the role involves monitoring room availability, updating room statuses, coordinating with housekeeping, and performing administrative duties such as maintaining guest records and generating reports. Clear communication with other hotel departments is essential for smooth operations and guest satisfaction. The position also requires maintaining detailed knowledge of resort information and the hotel's Fire, Life, and Safety System, and participating in related activities to ensure the property is safe and secure. Familiarity with repeat guests and IHG Rewards Club members is also expected.

Requirements

Must be able to work on Guam USA without any restrictions.
US Citizens, US Permanent Residents, or Residents of Federated States of Micronesia (FSM).
At least 1 year of Telephone Operation experience in the hotel industry.
Flexible to work all required shifts.
Able to work on Holidays and Weekends.
Communication skills utilized a significant amount of time when interacting with guests and employees.
Problem solving, reasoning, analytical, motivating, and training abilities are often used when handling incoming and outgoing calls, etc.
Basic math skills, reading, and writing are used when completing paperwork.
Excellent interpersonal skills to build relationships internally and externally.
Excellent English (listening, speaking, reading and writing).
Diploma, GED, or Vocational Certificate in Business Management, Business Study or equivalent.
1 year experience in customer service or switchboard operator.
Proficient computer skills including MS programs.
Must be able to obtain a vehicle operator license.

Nice To Haves

Front Office experience in an IHG property is highly preferred.
Experience with OPERA hotel property management system is highly preferred.
Regularly carrying or lifting items weighing up to 75 pounds.
Frequently standing and walking around the property.
Bending, stooping, kneeling.

Responsibilities

Process all incoming and outgoing calls accurately and courteously.
Record and control wake up calls.
Page guests in co-operation with concerned departments.
Assist guests with international calls and directory queries.
Record all requests on daily job sheets.
Attend to all guest queries and requests promptly.
Respond timely and appropriately to guest requests and complaints.
Maintain detailed knowledge of Resort Information.
Maintain detailed knowledge of the Hotel’s Fire, Life and Safety System.
Be responsible for keeping the property safe and secure.
Participate in any hotel activity related to Fire Life Safety.
Be familiar with repeat guests and IHG Rewards Club members and ensure proper handling.
Promote and maintain a safe and positive workplace.
Support Guest Relations team as needed.
Maintain regular and consistent attendance, appearance and attitude.
Promote teamwork and quality service through regular communication and coordination with managers, team members, and other departments.
Ensure guests are greeted warmly and professionally and assist guests with their luggage and personal belongings.
Assist to ensure that guests are taken care of during their visit so they are happy to return.
Monitor room availability, update room statuses, and coordinate with housekeeping staff to ensure rooms are clean and ready for occupancy.
Perform various administrative duties, such as maintaining guest records, completing paperwork, and generating reports related to room occupancy and revenue.
Maintain clear and effective communication with other hotel departments, including housekeeping, maintenance, and management, to ensure smooth operations and guest satisfaction.