Guest Services Phone Operator - Hotel (Part-Time, Guam)

InterContinental Hotels Group; Tamuning (GU); On-site; USD 12,000 - 15,000; Part time

Job summary

Crowne Plaza Resort Guam is seeking a Telephone Operator to be the first point of contact for guests via phone, email, and internal channels. The role emphasizes exceptional customer service, accuracy, and personalized guest interactions in line with our brand standards.

The position is part-time, $10.00 per hour, requiring Guam residency or the ability to reside on Guam, weekend/holiday availability, and prior hospitality or switchboard experience is a plus.

Qualifications

• Minimum one year experience in customer service or switchboard operator.
• Experience with OPERA hotel property management system in highly preferred.
• Prior experience in a full-service hotel and/or resort is highly preferred.
• Strong communication skills
• Strong interpersonal skills and excellent command of written and spoken English
• Additional language such as Japanese, Korean and Chinese is preferred
• Strong organizational skills
• Strong problem-solving and multitasking abilities
• Ability to work in a fast-paced environment

Responsibilities

• Efficiently manage a high volume of incoming calls, ensuring timely responses to guest inquiries
• Handle each call with accuracy, efficiency and courtesy following Crowne Plaza Resort Guam Brand Standard
• Calling guests and colleagues by name whenever possible to create a personalized experience
• Share detailed and accurate information about hotel amenities, services, and local attractions to enhance the guest experience
• Addressing guest needs and requests promptly, escalating complaints when necessary
• Collaborate closely with other departments to ensure guest requests are fulfilled promptly and accurately
• Stay up-to-date with hotel policies, procedures, and promotions to provide accurate information to guests
• Address guest concerns and complaints professionally, ensuring satisfactory resolutions
• Support the Front Office team during peak periods as needed
• Contribute to a positive and team-oriented work environment

Skills

Communication skills

Interpersonal skills

English proficiency

Additional languages (Japanese, Korean

Tools

OPERA hotel PMS

Job description

Crowne Plaza Resort Guam is seeking a Telephone Operator to be the first point of contact for guests via phone, email, and internal channels. The role emphasizes exceptional customer service, accuracy, and personalized guest interactions in line with our brand standards.

The position is part-time, $10.00 per hour, requiring Guam residency or the ability to reside on Guam, weekend/holiday availability, and prior hospitality or switchboard experience is a plus.