Guest Services-Telephone Operator

One Ocean Resort & Spa; New York (NY); Hybrid; USD 26,000 - 37,000; Full time

Benefits offered by this job

Airport shuttle

Lobby Wi‑Fi

Job summary

LaGuardia Marriott-LAM, located near LaGuardia Airport, is seeking a guest services professional to manage calls, requests, and guest needs. The role includes operating the front-desk switchboard, coordinating wake-up calls, and guiding guests on hotel amenities.

Flexible shifts, strong teamwork, and a focus on guest satisfaction are essential. Starting wage is $23 per hour, with comprehensive duties including room message handling, internet access support, and staying responsive to guest needs

Qualifications

• Ability to focus and complete tasks on time despite interruptions.
• Strong customer-service mindset and professional communication.
• Willingness to work varying shifts including nights, weekends, and holidays.

Responsibilities

• Answer, record, log, and process all guest calls, requests, questions, or concerns.
• Operate telephone switchboard station and manage wake-up calls, screening, and other guest communications.
• Advise guests of messages, monitor lines, and relay messages clearly and accurately.
• Instruct guests on internet access and route issues to the appropriate support line.
• Address special requests from guests and coordinate with departments to resolve them.
• Follow up with guests to ensure satisfaction of requests or problems.

Skills

Attention to detail

Customer service

Team player

Time management

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

Applicants have rights under Federal Employment Laws