PBX-Guest Experience Telephone Operator

Remington Hospitality; New York (NY); On-site; USD 32,000 - 46,000; Full time

Job summary

Remington Hospitality is seeking a Front Desk/Guest Services professional to answer calls, log requests, and coordinate guest services to ensure a seamless stay. You will operate the switchboard, manage wake-up requests, and relay messages with accuracy.

Responsibilities include assisting guests with internet access, handling special requests, and coordinating with bell/valet and shuttle staff to meet guest needs promptly.

Responsibilities

• Answer, record, log, and process all guest calls, requests, questions, or concerns.
• Operate telephone switchboard; handle wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay, and non-registered guest calls.
• Advise the guest of any messages received. Monitor lines, check back with callers on hold, and offer to take a message.
• Receive, record, and relay messages accurately, completely, and legibly. Activate/deactivate guest room message lights; assist access to internet.
• Respond to special requests from guests with unique needs. Contact the appropriate individual or department to resolve issues.
• Follow up with guests to ensure their requests or problems are 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 calls on hotel amenities and services available 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 call, request, or problem.
• 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 calls on hotel amenities and services available to them during their stay.