Guest Services-Telephone Operator

Remington Hospitality; New York (NY); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Job summary

Remington Hospitality in New York seeks a proactive front desk agent to deliver outstanding guest service at our bustling hotel. Responsibilities include handling guest calls, coordinating wake-up requests, and guiding guests on using hotel amenities.

Ideal candidates will manage multiple tasks efficiently, communicate clearly, and stay informed about available services to enhance guest stays in a fast-paced environment.

Qualifications

• Provide courteous guest service and effective communication.
• Handle multiple tasks in a fast-paced environment.
• Knowledge of hotel services and amenities.

Responsibilities

• 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.

Job description

• 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.