Guest Services-Telephone Operator

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

Job summary

LaGuardia Marriott-LAM is seeking a dedicated Guest Call Center Agent to welcome guests, answer calls, record requests, and coordinate wake-up calls and messages. You will use the telephone system, assist with internet access, and relay information to appropriate departments.

The role requires a strong work ethic, teamwork, and flexibility for varied schedules, including nights, weekends and holidays. Physical duties include long periods at a desk and basic mobility to assist guests and staff.

Qualifications

• Ability to answer and log guest calls and requests.
• Coordinate wake-up calls and messages.
• Explain hotel amenities and services to guests.

Responsibilities

• Answer, record, log, and process guest calls, requests, questions, or concerns.
• Operate telephone switchboard and handle wake-up calls and other line services.
• Relay messages accurately and assist guests with internet access.
• Respond to special guest requests and coordinate with appropriate departments.
• Follow up to ensure guest satisfaction and assist as needed.

Skills

Active listening

Telephone etiquette

Customer service

Communication

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

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