Phone Operator

$13-$14 per hour

Department: Front Office Department

Immediate Supervisors: MODs, Front Office Director.

Duties & Responsibilities:

  • Provide efficient and professional telephone service to all clients to maximize the comfort and convenience of all hotel guests.
  • Answer all incoming calls with a clear, friendly and professional tone using standard hotel greetings. Properly route department calls.
  • Answer radio calls and dispatch radio calls to other departments, as necessary.
  • Answer and record all guest service calls and efficiently inform the appropriate personnel to ensure 100% satisfaction.
  • Clear all guest service calls with proper department.
  • Contact guest upon completion of guest service call to ensure their satisfaction.
  • Clearly record wake-up call request.
  • Use Kipsu/ALICE software to assure communication between guests and all departments.
  • Field guest complaints, conducting thorough research to develop the most effective solution and resolve complications such as location changes. Listen and extend assistance in order to resolve problems. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
  • Keep Front Office area as well as Back Office clean.

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