Guest Services Phone Operator

The Crescent Hotels Group; Scottsdale (AZ); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Company-paid life insurance

Short and long-term disability

401(k) matching

Free meals

Hotel discounts

Job summary

Crescent Hotels & Resorts in Scottsdale, AZ seeks a friendly PBX/Guest Services Associate to be the first contact for guests by phone. You will route requests, take room service orders, and ensure timely follow-up to deliver exceptional service.

Experience in guest services and hotel operations is preferred; strong computer skills and comfort with mobile apps are required to multitask in a busy environment. Both full-time and part-time positions are available.

Qualifications

• Previous guest service experience is required.
• Hotel experience is highly preferred.
• Strong computer skills and comfort with mobile apps.
• High School diploma preferred.

Responsibilities

• Answer incoming calls from guests, external and in-house.
• Communicate guest needs to the appropriate department and follow up.
• Take room service orders and follow up to ensure requests are handled.
• Field guest complaints and research solutions to negotiate results.
• Assist during emergency situations and heavy hotel activity.

Skills

Customer service

Multitasking

Communication skills

Calm under pressure

Education

High School diploma

Tools

Hotel management software

Job description

Description

Do you enjoy talking to others and making their day better? Do you like a fast-paced environment?

We are looking for guest service superstars to join our PBX team! In this role, you will be the first point of contact for our guests reaching out by telephone. Your friendly voice and efficient service will help maintain the highest standards of service. Part Time and Full Time Positions Available.

We offer great benefits, including medical/dental/vision, company-paid life insurance, short and long-term disability, matching 401k, free meals, hotel discounts and more!

WHAT YOU WILL BE DOING: You will answer incoming calls from guests, both external and in-house; communicate guest needs to the appropriate department and follow up to ensure that requests have been handled; take room service orders; field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.

WHAT YOU SHOULD BRING TO THE TABLE: Previous guest service experience is required. Hotel experience is highly preferred. A friendly and professional demeanor is important, as well as strong computer skills and a comfort level with mobile apps. You will need to be able to multitask and remain calm and alert especially during emergency situations and heavy hotel activity.

WHEN YOU WILL BE WORKING: Hotels are open 24 hours a day, 7 days a week. The shifts are generally 7-3 or 3-11, but mid shifts will be scheduled based on business needs.

Qualifications

Previous guest service experience is required. Hotel experience is highly preferred.

Behaviors

• Loyal: Shows firm and constant support to a cause (Preferred)
• Enthusiastic: Shows intense and eager enjoyment and interest (Preferred)
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well (Preferred)

Motivations

• Preferred

  Peer Recognition: Inspired to perform well by the praise of coworkers

• Preferred

  Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

• Preferred

  Job Security: Inspired to perform well by the knowledge that your job is safe

Education

• High School (Preferred)

Experience

• Required

  Previous guest service experience is required. Hotel experience is highly preferred.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.

Source: Crescent Hotels & Resorts