Guest Experience Agent/Telephone Operator
Role Overview
Handle guest calls, requests, questions, and concerns through the hotel telephone switchboard.
The position is full time, non-management, and not remote.
Key Skills for This Role
Full Job Posting
Position summary
Handle guest calls, requests, questions, and concerns through the hotel telephone switchboard.
The position is full time, non-management, and not remote.
Telephone and guest support
- Process wake-up, screening, do-not-disturb, call-forwarding, conference, TDD relay, and non-registered guest calls.
- Monitor busy or unanswered lines, update callers on hold, and accurately record and relay messages.
- Advise guests of messages and manage guest-room message lights.
- Explain internet access and direct connection problems to the provider’s support line.
- Test communications equipment, respond to special requests, coordinate issue resolution, and follow up with guests.
- Dispatch bell staff or valet staff when needed.
Service and workplace duties
- Follow company procedures, report accidents and unsafe conditions, maintain professional appearance and confidentiality, and protect company assets.
- Welcome guests, anticipate service needs, communicate professionally, support team goals, and meet quality standards.
- Use computers and/or POS systems; the role may involve extended standing, sitting, or walking and handling objects up to 10 pounds.
- Perform other reasonable duties requested by supervisors.
Preferred qualifications and experience
- High school diploma or G.E.D. equivalent is listed as preferred.
- No related work experience or supervisory experience is required.
- No license or certification is specified.
About EDITION
EDITION describes its hotels as combining boutique style, luxury service, and a distinctive guest experience.
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