Guest Services-Telephone Operator

remingtonhotelscareers; New York (NY); On-site; USD 28,000 - 36,000; Full time

Job summary

Remington Hotels in New York is seeking a guest services agent to handle guest calls, requests, and inquiries with professionalism. You will answer and log calls, coordinate wake-up services, relay messages, and assist guests with internet access to ensure a smooth stay.

The role emphasizes teamwork, attention to detail, and flexibility to work nights, weekends, and holidays. A friendly, can-do attitude helps deliver memorable experiences for our guests.

Qualifications

• Excellent customer service and communication skills.
• Ability to multitask and stay organized.
• Team player with a positive attitude.

Responsibilities

• Answer, record, log, and process all guest calls, requests, questions, or concerns.
• Operate telephone switchboard station. Process wake-up calls, screening calls, DND, call forwarding, conference calls, and non-registered guest calls.
• Advise guests of messages and update call status; assist with internet access.
• Receive, relay messages accurately and instruct guests on internet access; transfer to provider support as needed.
• Respond to guest requests and coordinate with departments to resolve issues.
• Follow up to ensure guest satisfaction with resolved requests.
• Dispatch bell/valet staff as needed and shuttle calls for airport transportation.
• Answer calls within 3 rings; educate callers on hotel amenities and services.

Skills

Customer service

Multitasking

Team collaboration

Communication

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.

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.