PBX Operator

IHG Hotels & Resorts; Cleveland (OH); On-site; USD 30,000 - 42,000; Full time

Job summary

IHG Hotels & Resorts in Cleveland seeks a front desk/guest services representative to provide information on hotel facilities, local directions, and emergency procedures. You will answer calls, respond to guest requests professionally, and dispatch services according to standard procedures.

Basic reading and writing skills are required, with at least six months of phone/switchboard experience. Fluency in English is required, and knowledge of additional languages is a plus.

Qualifications

• Basic reading and writing; six months experience as a phone/switchboard operator.
• Must speak fluent English; other languages preferred.
• Able to type and route messages accurately and professionally.

Responsibilities

• Answer calls within prescribed time frame and dispatch services according to procedures.
• Log calls and follow up with guests to ensure satisfaction.
• Communicate outstanding guest requests to management and other departments as needed.
• May be required to work nights, weekends, and/or holidays.

Skills

English fluency

Customer service

Phone etiquette

Typing / data entry

Education

High school diploma or equivalent

Job description

Provide guests with information on hotel facilities and services, local directions, and emergency, safety, and security procedures, etc. Promote team work and quality service through daily communications and coordination with other departments. Be aware and prepare for all in-house group meetings and VIP arrivals. Answer phone calls within prescribed time frame, respond to guest’s request in a professional manner and according to established scripts and standards, and dispatch services/resolution in accordance with established procedures. Ensure calls are logged and follow up with guests to ensure total guest satisfaction. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up. Perform other duties as assigned.

Basic reading and writing plus six months experience as a phone/switchboard operator. Must speak fluent English. Other languages preferred. This job requires ability to perform the following:

• Speak, listen, and use a keyboard to type or route messages, usually done while sitting down. Other:
• Communication skills are utilized a significant amount of time when interacting with guests and employees.
• Reading and writing abilities are utilized often when completing departmental records/logs and taking messages for guests or hotel staff.
• May be required to work nights, weekends, and/or holidays.
  

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Important information:

• The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
• No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company’s sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
• EEO Is The Law - click here for more information about Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.
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• If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.
• For roles or applicants in San Francisco only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.