Telephone/PBX Operator

Choice Hotels International•Bloomington, MN

2d•Onsite

About The Position

The role of the Operator is to answer the guest phones in a timely manner to ensure 100% guest satisfaction and relay internal/extenral telephonic information. The position of the Telephone/PBX Operator requires an ability to provide superior guest service in a fast-paced, upscale environment.

Requirements

Ideal candidate will have a minimum of one-year of hotel front desk experience, other hotel experience or experience in a customer service environment
Strong verbal, written and interpersonal skills
Works well independently or as part of a team
Strong attention to detail
Commitment to exceptional guest service
Ability to maintain a positive and professional attitude when handling all situations
Adhere to the policies and procedures of the hotel
Ability to work a flexible schedule including holidays and weekends
Working knowledge of computer and math skills.

Nice To Haves

Experience in Opera system preferred

Responsibilities

Handle incoming/outgoing calls in an attentive, courteous and efficient manner, according to the hotel’s standard operating procedures.
Provides clear and concise communication while assisting guests with their questions or needs.
Anticipates guests needs while providing recommendations of the hotel and local attractions.
Assists guests with changes in their room or restaurant reservation.
Makes reservations for shuttle and ground transportation.
Delivers guest welcome calls upon check-in.
Responsible for radio communications between at departments of the hotel.
Communicates with housekeeping regarding room availability and guest requests.
Takes Room Service food and beverage orders from guests, enter orders in our point-of-sale system which relays orders to the kitchen and bar.
Maintains an up to date knowledge of the Room Service menu and ingredients to assist with food allergy questions/concerns.
Input and accesses data in Opera, Open Table, Micros, Runtriz and HotSOS.
Assists with emergencies (medical, fire, power/system failure) by contacting the designated personnel for immediate assistance.
Maintains discretion and confidentiality of all calls and guest room and fax numbers.
Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.
Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.
Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis.
Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction.
Performs other duties as required by Management to provide 100% Guest Satisfaction and genuine hospitality to our Guests.

Benefits

Employee discounts on thousands of hotels
Enjoy a complimentary meal in the associate cafeteria during your shift
Free Parking
Paid Sick Time (MN Earned Sick and Safe Time)
Full benefits package to our full-time employees, including health, dental, vision, short & long term disability, and so much more!
Employer paid HSA contribution
401(k) Retirement Plan
Paid Vacation Time
8 Paid Holidays
Paid Bereavement
Paid Floating Holidays