Telephone Operator

Hyatt Vacation Ownership; Escondido (CA); On-site; USD 25,000 - 36,000; Full time

Job summary

Hyatt Vacation Ownership in Escondido, CA is seeking a Guest Service Associate to answer, log, and process guest calls, messages, and requests. The role operates a telephone switchboard, handles wake-up calls, and assists guests with internet access and other needs, ensuring accurate message relay and proactive problem solving.

The position is Fulltime with shifts including 1st and 2nd, and requires availability on weekends and holidays. Excellent communication and guest relations are essential.

Qualifications

Responsibilities

• Answer, record, log, and process all guest calls, requests, questions, or concerns.
• Operate telephone switchboard station.
• Process wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
• Advise guests of messages received and update callers on hold.
• Receive, record, and relay messages accurately and legibly.
• Activate/deactivate guest room message lights; instruct guests on internet access.
• Transfer guests to provider's customer support line when needed.
• Test communications equipment and ensure proper function.
• Respond to special requests from guests with unique needs and resolve issues.
• Follow up to ensure requests/problems are satisfied; dispatch bell/valet staff as needed.
• Adhere to policies, maintain confidentiality, and protect company assets.
• Maintain professional appearance and flexible schedule including nights, weekends, and holidays.

Job description

Job Summary

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 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 provider's customer support line. Test communications equipment to ensure it works properly. Respond to special requests from guests with unique needs. Contact 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.

Hourly Rate: $22.00

Job Summary

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 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 provider's customer support line. Test communications equipment to ensure it works properly. Respond to special requests from guests with unique needs. Contact 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.

Hourly Rate: $22.00

Shift: 1st, 2nd

Must be available to work weekends and holidays

Fulltime

CORE WORK ACTIVITIES

• Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others; support team to reach common goals.
• Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time.
• Enter and locate information using computers and/or POS systems.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.
• Attention to customer service with a professional and pleasant personality.
• Available to work a flexible schedule including evenings, weekends, and holidays.

Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.