Phone Operator Jobs

About The Position

Requirements

• Proficiency in reading, writing, and speaking English.
• Ability to project a cheerful and friendly tone of voice, with clear enunciation and transparent communication.
• Understanding of switchboard procedures and ability to operate the system with minimal complaints.
• Ability to meet service quality standards that affect guest satisfaction and respond to guests in a timely, professional manner.
• Ability to work a flexible schedule, including nights, weekends, and holidays.
• Previous experience working in the hospitality industry.

Responsibilities

• Respond promptly and courteously to incoming and outgoing calls and assist guests and owners with their needs and requests in accordance with company standards.
• Follow up on calls and requests using appropriate operating systems and business processes, including Tally, Kipsu/text messages, Synergy guest work orders and requests, vendor requests, and Clarity/PMS updates as needed.
• Use proper telephone etiquette and approved scripts to meet quality assurance standards.
• Communicate with Housekeeping, Engineering, Security, Food and Beverage, Activities, and other departments by telephone, email, radio, or in person to ensure requests are completed.
• Take ownership of PBX calls, provide direct solutions or answers where possible, and ensure someone is available to receive transferred calls.
• Maintain knowledge of property room types, reservations, owner and guest types, operating systems, amenities, and operating hours.
• Assist guests with billing charges and payment collection, and provide guest service recovery as needed.
• Review and answer work emails and messages in a timely manner.
• Assist with express check-in forms and provide front-desk support when needed.
• Complete projects assigned by management and identify and pursue projects proactively.
• Work toward yearly, quarterly, and monthly goals set by management.
• Support owners and team members while maintaining a positive and professional working environment.
• Provide schedule flexibility to cover shifts when needed.
• Complete required company training and compliance courses, adhere to company standards, and follow policies and procedures.
• Perform other related duties as assigned.

Benefits

• Medical, dental, and vision health care options, with eligibility beginning on Day 1.
• Recognition programs and rewards.
• Travel discounts program.
• Paid vacation and paid sick days.
• Employee Assistance Program supporting physical and mental wellbeing.
• 401(k) program with company match.
• Tuition reimbursement programs.
• Employee stock purchase program.
• Learning and advancement opportunities.