Telephone(PBX) Operator-Renaissance Raleigh Hotel

Concord Hospitality Enterprises•Raleigh, NC

10d•Onsite

About The Position

As a Phone Operator, you will maintain complete knowledge of hotel amenities and layout, local attractions, and airport transportation. You will be able to accurately give directions and information regarding the immediate and metro area. You will read logbook(s) and memos daily, and keep up to date on in-house groups and functions. You will demonstrate a readiness to help, and follow security procedures regarding room keys, masters, etc. Each associate will be required to follow the rules as found in the Marriott/Concord Hospitality Associate Handbook. You will assist in pre-registration and blocking of reservations when necessary. You will have thorough knowledge of hotel credit and check cashing policies and procedures. You will handle guest check-in and check-outs in a courteous and professional manner. You will have knowledge of reservations and procedures to take same day reservations, and know the cancellation procedures and walk procedures. You will promote guest-related programs (Marriott Rewards, Comment Cards, etc.). You will maintain neatness and order in the work area and handle multiple tasks during peak times. You will demonstrate thorough knowledge of emergency procedures. You will possess knowledge of all Front Office positions - Front Desk, Bellstand, AYS, Concierge, and Rooms Control. You will be open to a flexible schedule. You will offer the hotel guests the best possible service through courteous and proper phone answering procedures. You will understand various payment options and procedures of Room Service. You will ensure that all customer complaints are recorded in the Guest Response Program in a timely and professional manner. You will ensure that all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and an appropriate follow-up in a timely and professional manner. You will be able to use sales dialogue in selling the Room Service menu, beverage, wines, etc. You will take Room Service Orders as outlined in the New Hire Guide. You will be able to operate and explain TDD operation for guests; always has equipment ready to receive TTY calls. You will prepare wake-up call sheets; records the guests name and room number under the requested time; repeats information to the guest to ensure proper handling of wake-up. You will handle mail and messages per outlined procedures. You will attend all scheduled department meetings.

Requirements

MUST BE AVAILABLE TO WORK 3:00pm-11:00pm shifts
Each associate will be required to follow the rules as found in the Marriott/Concord Hospitality Associate Handbook.
Is open to a flexible schedule.

Responsibilities

Maintains complete knowledge of hotel amenities and layout, local attractions, and airport transportation.
Be able to accurately give directions and information regarding the immediate and metro area.
Reads logbook(s) and memos daily.
Keeps up to date on in-house groups and functions.
Posts up demonstrating a readiness to help.
Follows security procedures regarding room keys, masters, etc.
Assists in pre-registration and blocking of reservations when necessary.
Have thorough knowledge of hotel credit and check cashing policies and procedures.
Handles guest check-in and check-outs in a courteous and professional manner.
Have knowledge of reservations and procedures take same day reservations. Know the cancellation procedures and walk procedures.
Promotes guest-related programs (Marriott Rewards, Comment Cards, etc.).
Maintains neatness and order in the work area.
Handles multiple tasks during peak times.
Demonstrates thorough knowledge of emergency procedures.
Possesses knowledge of all Front Office positions - Front Desk, Bellstand, AYS, Concierge, and Rooms Control.
Offers the hotel guests the best possible service through courteous and proper phone answering procedures.
Understands various payment options and procedures of Room Service.
Ensure that all customer complaints are recorded in the Guest Response Program in a timely and professional manner.
Ensure that all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and an appropriate follow-up in a timely and professional manner.
Able to use sales dialogue in selling the Room Service menu, beverage, wines, etc.
Take Room Service Orders as outlined in the New Hire Guide.
Able to operate and explain TDD operation for guests; always has equipment ready to receive TTY calls.
Prepare wake-up call sheets; records the guests name and room number under the requested time; repeats information to the guest to ensure proper handling of wake-up.
Handles mail and messages per outlined procedures.
Attends all scheduled department meetings.