Guest Relations Operator

Rosen Hotels & Resorts; Orlando (FL); On-site; USD 30,000 - 38,000; Full time

Benefits offered by this job

Health Insurance

On-site Medical Center

Competitive Pay

Holiday Pay

Birthday Pay

Paid Vacation and Personal Days

Tuition Reimbursement

401(k) Retirement Savings Plan

Hospitality and Dining Discounts

Family Outreach Center

Job summary

Rosen Hotels & Resorts in Orlando, FL is seeking a Guest Relations Operator to deliver exceptional guest service. You will answer calls, route inquiries, and relay guest requests to the appropriate departments, ensuring timely follow-up and superior information about the property and amenities.

The role requires flexibility with evening shifts (4:00 pm–12:30 am, 5:00 pm–1:30 am, 6:00 pm–2:30 am, 11:45 pm–8:15 am) and completion of a 7-day training program.

Qualifications

• Must be able to work in the USA.
• Experience in customer service or call center preferred.
• Able to multitask and manage multiple calls simultaneously.
• Familiarity with hotel guest services a plus.

Responsibilities

• Answer incoming calls promptly and courteously before the third ring.
• Use proper phone etiquette, including approved greetings and polite communication.
• Direct calls to the appropriate extensions, departments, or guest rooms.
• Relay guest requests to the relevant departments for timely follow-up.
• Provide guests with information about the property, services, and amenities.
• Comply with the company’s drug-free and tobacco/nicotine-free policy.
• All other duties as assigned.

Skills

Multitask

Customer service

Call center

Composure under pressure

Education

High school diploma or equivalent

Job description

Operations Building | Guest Relations | Full Time

Posted yesterday

Description

Summary:

The Guest Relations Operator is responsible for delivering exceptional guest service in accordance with Company Standards. This role involves answering incoming calls in a friendly and professional manner, using proper phone etiquette, and directing calls to the appropriate extensions or guest rooms. The Guest Relations Operator will also handle guest requests by relaying them to the appropriate departments.

The Guest Relations Operator must be available to work the following shifts: 4:00 pm-12:30 am, 5:00 pm-1:30 am, 6:00 pm-2:30 am , 11:45 pm-8:15 am .

A specific shift will be assigned at the time of hire and days off may be flexible based on business needs. All new hires are required to complete a 7-day training program, during which schedule flexibility is required. Upon successful completion of training, associates will transition to their permanently assigned shift schedule.

Responsibilities:

• Answer incoming calls promptly and courteously before the third ring.
• Use proper phone etiquette, including approved greetings and polite communication.
• Direct calls to the appropriate extensions, departments, or guest rooms.
• Relay guest requests to the relevant departments for timely follow-up.
• Provide guests with information about the property, services, and amenities.
• Comply with the company’s drug-free and tobacco/nicotine-free policy.
• All other duties as assigned.

Experience/Qualifications:

• Ability to multitask and manage multiple calls simultaneously.
• Previous experience in a customer service or call center environment preferred.
• Ability to maintain composure under pressure in a fast-paced setting.
• Must be able to legally work in the USA.

Education and Certification(s)/License(s):

• High school diploma or equivalent is preferred.

Discover Life at Rosen:
Your career is here in our diverse and friendly workplace where your individuality and ideas are valued. Our company of more than 3,000 associates thrives on teamwork and ingenuity. It is this team who makes Rosen Hotels & Resorts® in Orlando one of Florida’s most respected hospitality companies to work for.

Benefits Our Associates Enjoy:

• Affordable Health and Dental Insurance
• On-site Medical Center
• Competitive Compensation
• Holiday Pay
• Birthday Pay
• Paid Vacation and Personal Days
• Tuition Reimbursement and Higher Education Scholarships
• 401(k) Retirement Savings Plan
• Hospitality and Dining Discounts
• Access to our Family Outreach Center
• And much more

We are proud to be an equal-opportunity employer and a drug and nicotine-free workforce.