Hotel Phone Operator

BENEFITS

• Medical
• Dental
• Vision
• Pet Insurance
• Employer paid Life/STD/LTD
• Fully vested 401k
• Employee Assistance Program
• PTO
• Holiday Pay (Hourly)
• Recognition Program
• Marriott Hotel Travel Discounts

POSITION OVERVIEW

The Service Express Agent has the responsibility to answer and direct all incoming calls to brand standards, efficiently and accurately. They play an integral part in coordinating communication with all departments throughout the hotel and assisting with emergencies by contacting the designated personnel for immediate assistance. The Service Express Agent handles direct reservations requests and is responsible for ensuring that requests are properly logged and fulfilled.

DUTIES AND RESPONSIBILITIES

• Perform all Front Office assigned functions to prepare and execute the ideal experience to guests.
• Answer and direct incoming calls from inside and outside the hotel using appropriate telephone etiquette.
• Dispatch department staff via GXP and other forms of communication and track completion and timeliness.
• Answer and enter all Room Service orders over the telephone with knowledge, recommendations, and the highest level of standards.
• Maintain complete knowledge of all menu items, liquor brands, beer brands, and non-alcoholic selections available in the assigned outlet.
• Maintain complete knowledge of the particular characteristics and description of every wine and champagne on the wine list.
• Maintain complete knowledge of and strictly abide by state liquor regulations, particularly those prohibiting service to minor, intoxicated persons, and drunk driving.
• Maintain complete knowledge of the Point of Sale system and work with manager to report and resolve system issues, should they arise.
• Track and coordinate internal tasks and communication.
• Anticipate guests’ needs and respond promptly and acknowledge all guests, however busy and regardless of time of day.
• Maintain the highest quality database of guest history, preferences, and information.
• Provide quality and genuine service by responding to guests and team members promptly, efficiently, and courteously.
• Ensure the safety and well-being of guests and co-workers by maintaining a knowledge of crisis and emergency procedures.
• Ensure inter-departmental communication and cooperation in the interest of better guest satisfaction.
• Be knowledgeable of the Hotel and surrounding area.
• Stay current with hotel procedures by attending each pre-shift and departmental meeting set.
• Ensure standards are maintained at the highest level.
• Responsible to achieve and maintain a high guest retention ratio and high guest satisfaction scores.
• Maintain confidentiality of guest information and pertinent hotel data.
• Keep work area and public areas neat and tidy at all times.
• Maintain a professional and personable appearance at all times, according to hotel standards.
• Successfully achieve the hotel’s core values of ownership, innovation, craft, respect, and community.
• All other duties as requested.

QUALIFICATIONS

• Minimum two years’ experience in a Guest Services position with a full-service hotel.
• Must have High School diploma or the equivalent.
• Must be able to perform job functions with attention to detail and speed and accuracy with the ability to remain calm and resolve problems using good judgement.
• Ability to work effectively with co-workers as part of a team and with minimal supervision.
• Strong computer skills, including Microsoft Office, Property Management Systems, and other communication platforms.
• Good reading, writing, and oral proficiency in the English language.
• Flexibility to work a varied schedule, which may include weekends and holidays.
• Ability to lift and carry up to 40 pounds on own and up to 100 pounds with assistance.
• Ability to stand and walk for entire shift.
• Requires writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability, and visual acuity.

Reasonable accommodation(s) may be made through the interactive process when necessary to allow qualified applicants and associates to perform the duties of this position. We are an equal opportunity employer and value diversity. All employment decisions are decided on the basis of qualifications, merit, and business need.