Telephone Operator

Role overview

Guest calls and requests

• Operate the telephone switchboard and answer, record, log, and process guest calls, questions, concerns, and requests.
• Handle wake-up calls, call screening, do-not-disturb, call forwarding, conference calls, TDD relay calls, and calls from non-registered guests.
• Monitor busy or unanswered lines, update callers on hold, offer to take messages, and accurately receive, record, and relay messages.
• Advise guests of messages and activate or deactivate guest-room message lights as appropriate.
• Explain internet access and transfer guests with problems to the provider's customer support line.
• Test communications equipment and refer calls or problems to the appropriate person or department.
• Follow up with guests to ensure requests or problems were resolved to their satisfaction.
• Respond to special requests, assist individuals with disabilities, and dispatch bell or valet staff as needed.

Standards and other duties

• Follow company policies, report accidents, injuries, and unsafe working conditions, and maintain a clean, professional uniform and appearance.
• Maintain confidentiality, protect company assets, welcome and acknowledge guests, anticipate service needs, and thank guests appreciatively.
• Use clear professional language and telephone etiquette; build positive working relationships, support team goals, and meet quality standards.
• Stand, sit, or walk for extended periods; use computers or POS systems; handle objects weighing up to 10 pounds without assistance.
• Perform other reasonable job duties as requested by supervisors.

Preferred qualifications and experience

• A high school diploma or G.E.D. equivalent is preferred.
• No related work experience or supervisory experience is required.
• No license or certification is required.

About the employer