Guest Services-Telephone Operator

Bardessono; New York (NY); Hybrid; USD 26,000 - 37,000; Full time

Job summary

LaGuardia Marriott-LAM is seeking a friendly Guest Services Representative to join our front desk team. You will answer guest calls, manage wake-up requests, and coordinate messages, ensuring prompt and accurate service.

This full-time role requires attention to detail, a team spirit, and flexibility to work nights, weekends, and holidays; training provided, airport shuttle dispatch, and assisting guests with hotel amenities.

Qualifications

• Ability to work in a standard office environment.
• Ability to work varying schedules including nights, weekends, and holidays.
• Strong verbal and written communication skills.

Responsibilities

• Handle guest calls, requests, questions, and concerns promptly and accurately.
• Operate the hotel switchboard and manage wake-up calls and forwarding.
• Relay messages and inform guests about messages and internet access.
• Address special guest requests and coordinate with relevant departments.
• Follow up to ensure guest needs are met to satisfaction.
• Arrange bell/valet staff and airport shuttle dispatch.
• Answer calls within three rings and educate callers on hotel services.

Skills

Attention to detail

Work ethic

Team player

Schedule flexibility

Communication skills

Job description

Right outside LaGuardia Airport, this modern hotel is 3.2 miles from Flushing Meadows Corona Park and 8.9 miles from the Metropolitan Museum of Art.

Modern rooms offer Wi-Fi (fee) and flat-screen TVs with premium channels, plus desks and coffeemakers. Some offer airport views, and upgraded rooms have access to a lounge with free hot breakfast and evening appetizers. Suites add separate living areas with sofas.

Complimentary amenities include an airport shuttle and lobby Wi-Fi. The property offers an All-American restaurant and a 24/7 gym, as well as 26 meeting rooms and a business center.

Job Description

Starting at $23/hr.-

What you will be doing

• Answer, record, log, and process all guest calls, requests, questions, or concerns.
• Operate telephone switchboard station. Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
• Advise the guest of any messages received. Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
• Receive, record, and relay messages accurately, completely, and legibly. Activate/deactivate guest room message lights as appropriate. Instruct guests on how to access the internet; transfer guests with problems to the provider's customer support line.
• Respond to special requests from guests with unique needs. Contact the appropriate individual or department as necessary to resolve guest calls, requests, or problems.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Dispatch bell staff or valet staff as needed.
• Dispatch shuttle calls for airport transportation.
• Answer calls within 3 rings
• Educate incoming callers on hotel amenities and services available to them during their stay.

Location

LaGuardia Marriott-LAM

Requirements

What we are looking for

• Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions
• High work ethic and self-initiative
• May be required to work varying schedules to include nights, weekends, and holidays
• Someone who enjoys working as and being part of a team that provides great experiences for our Guests!
• Physical Requirements (In-Office Role)
• Ability to work in a standard office environment.
• Prolonged periods of sitting at a desk and working on a computer. (6-8 hours a day)
• Occasional standing and walking throughout the workday.
• Frequent fine motor skills, use of hands and fingers for keyboarding/typing, utilizing a mouse or trackpad, writing, and operating office equipment.
• Ability to communicate effectively verbally and in writing.
• Occasionally required to stand, walk, bend, reach, or carry items.
• Ability to lift and/or move 10–25 pounds as needed (e.g., files, office supplies).
• Visual ability to read from a computer screen and printed materials including close visual focus for extended periods and color differentiation (for certain roles).
• Ability to hear and participate in conversations and meetings, use phone and/or headset
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Status

Full-time

undefined