Service Express Agent/ PBX Operator

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition.

Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen.

The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.

With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Situated at the end of famed Canal Street, The Westin New Orleans offers stunning views of the mighty Mississippi River and the French Quarter.

Guests are just steps from the Shops at Canal Place and Harrah’s Casino and a short walk to the excitement of Bourbon Street and the Ernest N.

Morial Convention Center.

The hotel features 462 rooms and suites, including a Presidential Suite, with Westin's signature Heavenly® bedding, 34,000-sq-ft of event space, a fully equipped WestinWORKOUT fitness center, a lobby bar Observatory 11 with the best view of the French Quarter anywhere, and a new restaurant Bistro at the Bend.

The Communications Operator is responsible for ensuring efficient communication within, to and from the hotel while maintaining attentive, courteous and efficient customer service.

• Promptly answers telephone calls in a positive and clear voice with standard greeting.
• Is familiar with the operation and function of PBX counsel.
• Listens to ascertain the correct extension and accurately transfers the call.
• Records accurate messages and recalls for guests as requested by reading and verbally reciting messages to the guests.
• Receives wake up call information, inputs cautiously into the automated wake-up system and verbally confirms time to guest.
• Is familiar with the operation of the resort two way radio communication system.
• Acts as a dispatcher for security, guest services and property operations employees.
• Provides timely information via paging system and two way radios to employees in response to emergencies and guest requests such as plumbing problems, shuttle service, etc.
• Briefly answers basic inquiries e.g. time, extension numbers, outlet hours, etc.
• Operates facsimile to send, receive. Operates photo copier.
• Shops competition for rates and availability.
• Remains calm and polite especially during emergency situations and / or heavy resort activity.
• Knowledgeable of resort emergency procedures and part played in them.
• Completes guest callback and ensures that all quests questions are answered correctly and ensures that concerns are followed up and have been resolved.
• Assists front desk associates as needed.
• Performs other duties as requested by supervisor.
• Maintains clean and safe work environment.
• Clocks out at end of shift and departs property until next scheduled shift.
• High School diploma or equivalent and/or experience in a hotel or related field preferred.
• Flexible and long hours sometimes required.
• Sedentary work - Exerting up to 10 pounds of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.