Hotel Telephone Operator

IHG Hotels & Resorts; Tamuning (GU); On-site; USD 12,000 - 15,000; Part time

Job summary

Crowne Plaza Resort Guam is part of IHG Hotels & Resorts and seeks a dedicated Telephone Operator to be the first point of contact for guests by phone, email, and internal channels. You will deliver prompt, professional service, handle inquiries, and cultivate personalised guest experiences.

Ideal candidates have at least one year in customer service or switchboard roles, strong English skills, and a willingness to work flexible shifts, including weekends and holidays.

Qualifications

• Minimum one year experience in customer service or switchboard operator.
• Prior experience as Telephone Operator, Front Desk Agent or Reservation Agent in hotel industry a plus.
• Strong communication skills and proficiency in written and spoken English.

Responsibilities

• Efficiently manage a high volume of incoming calls.
• Handle each call with accuracy, courtesy and station branding.
• Provide information about hotel amenities, services and local attractions.

Skills

Customer service

Switchboard operator

Excellent English

Tools

OPERA system

Job description

• This is Local Hire, must be resident of Guam or be able to reside on Guam
• US Citizens or US Permanent Residents (Green Card Holders)
• Residents of Federated States of Micronesia (FSM)
• This position is not eligible for
• any US Work Visa Sponsorship
• No Relocation Package
• Part Time Hourly Position, with hour wage of $10.00 per hour.
• Must be flexible to work all shifts.
• Must be able to work on Weekends and Holidays.
• Minimum one (1) year experience in customer service or switchboard operator.
• Prior experience as Telephone Operator, Front Desk Agent or Reservation Agent in hotel industry a plus.

Job Status and Requirements

• This is Local Hire, must be resident of Guam or be able to reside on Guam
  • US Citizens or US Permanent Residents (Green Card Holders)
  • Residents of Federated States of Micronesia (FSM)
• This position is not eligible for
  • any US Work Visa Sponsorship
  • No Relocation Package
• Part Time Hourly Position, with hour wage of $10.00 per hour.
• Must be flexible to work all shifts.
• Must be able to work on Weekends and Holidays.
• Minimum one (1) year experience in customer service or switchboard operator.
• Prior experience as Telephone Operator, Front Desk Agent or Reservation Agent in hotel industry a plus.

What is the Job?

As a Telephone Operator at Crowne Plaza Resort Guam is the first point of contact for guests via phone, email, and internal communication channels. This role is responsible for providing exceptional customer service by handling guest inquiries, requests, and concerns promptly and professionally. The ideal candidate demonstrates excellent communication skills, attention to detail, and a genuine passion for hospitality. You will Recognize each guest a a unique individual and create memorable, personalized experiences.

A little taste of your day-to-day

Every day is different, but you’ll mostly be:

• Efficiently manage a high volume of incoming calls, ensuring timely responses to guest inquiries
• Handle each call with accuracy, efficiency and courtesy following Crowne Plaza Resort Guam Brand Standard
• Calling guests and colleagues by name whenever possible to create a personalized experience
• Share detailed and accurate information about hotel amenities, services, and local attractions to enhance the guest experience
• Addressing guest needs and requests promptly, escalating complaints when necessary
• Collaborate closely with other departments to ensure guest requests are fulfilled promptly and accurately
• Stay up-to-date with hotel policies, procedures, and promotions to provide accurate information to guests
• Address guest concerns and complaints professionally, ensuring satisfactory resolutions
• Support the Front Office team during peak periods as needed.
• Contribute to a positive and team-oriented work environment.

What We Need From You

• Minimum one (1) year experience in customer service or switchboard operator.
• Experience with OPERA hotel property management system in highly preferred.
• Prior experience in a full-service hotel and/or resort is highly preferred
• Strong communication skills
• Strong interpersonal skills and excellent command of written and spoken English
• Additional language such as Japanese, Korean and Chinese is preferred
• Strong organizational skills
• Strong problem-solving and to multitasking abilities
• Ability to work in a fast-paced environment

What We Offer

A chance to become part of the global IHG family - opening a door to endless career opportunities. We’re passionate about growing our talent. We’ll provide the training & development you need to succeed & progress into your next role.

Join us and you’ll become part of the global IHG family – Our colleagues share some winning characteristics: we work better together, we trust and support each other, we aim higher by looking for better ways to do things, we do the right thing, and we welcome different perspectives.

IHG is an equal opportunity employer: Minorities/ Females/ Disabled/ Veterans