JOB SUMMARY

The Telephone Operator's main responsibility is to responds to incoming calls in a timely manner and direct caller to appropriate destination; ensuring efficient communication within, to and from the hotel while maintaining attentive, courteous and efficient customer service.

JOB DUTIES & FUNCTIONS

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with HCW standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working (per brand standards)
• Comply at all times with HCW standards and regulations to encourage safe and efficient hotel operations.
• Maintain a warm and friendly demeanor at all times.

•Employees must at all times be attentive, friendly, helpful and courteous to guests, managers and fellow employees. •Handle incoming/outgoing calls in an attentive, courteous and efficient manner, according to standard operating procedures.

• Take and deliver messages according to standards.
• Maintain guest privacy at all times.
• Provide information about the hotel.
• Be familiar with emergency procedures.
• Be familiar with VIP procedures.
• Be able to provide accurate directions to the hotel.
• Be familiar with the surrounding area of the hotel.

•Send/receive guest faxes. •Serve as radio dispatcher, maintaining proper radio and paging procedures.

• Record and relay all guest requests and verify completion.
• Maintain daily activity log.
• Establish and maintain efficient filing system of guest registration cards.
• Process wake up calls per the guest’s request.
• Assist with Front desk procedures to include bucket check and any other duties assigned by Front Desk manager

EDUCATION & EXPERIENCE

• High School diploma or equivalent and/or experience in a hotel or related field preferred.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be able to multi task.
• Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
• Must routinely meet deadlines.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.