Telephone Operator - Call Center
Role Overview
Telephone Operator - Call Center in Rooms & Guest Services Operations at The Ritz-Carlton.
Full-time, non-management position; not remote.
Handles guest calls, switchboard services, and service requests.
Key Skills for This Role
Full Job Posting
Role overview
Telephone Operator - Call Center in Rooms & Guest Services Operations at The Ritz-Carlton.
Full-time, non-management position; not remote.
Handles guest calls, switchboard services, and service requests.
Guest calls and switchboard
- Answer, record, log, and process guest calls, requests, questions, and concerns.
- Handle wake-up calls, screening, do-not-disturb requests, call forwarding, conference calls, TDD relay calls, and calls from non-registered guests.
- Monitor busy or unanswered lines, keep callers on hold informed, and offer to take messages.
- Accurately receive and relay messages, advise guests about messages, and manage room message lights as appropriate.
Guest support and coordination
- Guide guests on accessing the internet and transfer connectivity issues to the provider's customer support line.
- Test communications equipment and respond to special requests, including requests from guests with unique needs.
- Contact the appropriate person or department to resolve issues and follow up to confirm guest satisfaction.
- Dispatch bell or valet staff as needed.
Qualifications and standards
- High school diploma or GED is preferred; no related work experience or supervisory experience is required.
- No license or certification is required.
- Use computers and/or POS systems to enter and locate information; communicate clearly and use appropriate telephone etiquette.
- Follow company policies, maintain confidentiality, protect company assets, and uphold quality standards and professional appearance.
- Able to stand, sit, or walk for extended periods and handle objects weighing up to 10 pounds without assistance.
About the company
The Ritz-Carlton is part of Marriott International and focuses on luxury guest service.
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