Telephone(PBX) Operator

Concord Hospitality Enterprises; Raleigh (NC); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading company is seeking a Phone Operator to assist in guest services at their hotel, focusing on check-ins, providing information, and ensuring excellent customer service. Full-time associates enjoy competitive wages and a comprehensive benefits package including medical plans, 401K, and career development opportunities. The company fosters a supportive culture for personal growth and values diversity.

Benefits

Comprehensive benefits package including medical/dental/vision plans

Life insurance and disability options

401K

Tuition assistance

Discounted hotel rates

Training & development

Career advancement opportunities

Qualifications

• Willing to train.
• Preferred to be enthusiastic, detail-oriented, and dedicated.

Responsibilities

• Handle guest check-in and check-outs courteously and professionally.
• Maintain knowledge of hotel amenities and local attractions.
• Follow security procedures regarding room keys.

Skills

Enthusiastic

Detail Oriented

Dedicated

Job description

Description

MUST BE AVAILABLE TO WORK 3:00pm-11:00pm shifts

As a Phone Operator, you will:

• Maintain complete knowledge of hotel amenities and layout, local attractions, and airport transportation.
• Be able to accurately give directions and information regarding the immediate and metro area.
• Read logbook(s) and memos daily.
• Keep up to date on in-house groups and functions.
• Demonstrate readiness to help by "posting up".
• Follow security procedures regarding room keys, masters, etc.
• Follow rules as found in the Marriott/Concord Hospitality Associate Handbook.
• Assist in pre-registration and blocking of reservations when necessary.
• Have thorough knowledge of hotel credit and check cashing policies and procedures.
• Handle guest check-in and check-outs courteously and professionally.
• Know reservation procedures, take same-day reservations, and understand cancellation and walk procedures.
• Promote guest-related programs (Marriott Rewards, Comment Cards, etc.).
• Maintain neatness and order in the work area.
• Handle multiple tasks during peak times.
• Demonstrate thorough knowledge of emergency procedures.
• Possess knowledge of all Front Office positions - Front Desk, Bellstand, AYS, Concierge, and Rooms Control.
• Be open to a flexible schedule.
• Offer the hotel guests the best possible service through courteous and proper phone answering procedures.
• Understand various payment options and procedures of Room Service.
• Ensure all customer complaints are recorded in the Guest Response Program professionally and timely.
• Ensure guests with problems receive appropriate responses, promised compensation, and follow-up.
• Use sales dialogue to promote Room Service menu, beverages, wines, etc.
• Take Room Service Orders as per the New Hire Guide.
• Operate and explain TDD equipment for guests, keeping it ready for TTY calls.
• Prepare wake-up call sheets, record guest details, and confirm information with guests.
• Handle mail and messages per procedures.
• Attend all scheduled department meetings.

Benefits of Working for Concord Hospitality

We offer competitive wages. Full-time associates are eligible for a comprehensive benefits package including medical/dental/vision plans, life insurance, ST/LT disability options, 401K, tuition assistance, discounted hotel rates, training & development, and career advancement opportunities.

Why Concord?

Concord invests in its associates through training and development at all levels. Our “Associate First” culture supports personal growth within and outside the workplace. We value work-life balance, diversity, and commitment to excellence. Concord is built on Quality, Integrity, Community, Profitability, and FUN! We are committed to being a “Great Place to Work for All” and support diversity and inclusion.

Qualifications

WILLING TO TRAIN

Behaviors

• Enthusiastic: Shows eager interest (Preferred)
• Detail Oriented: Capable of completing tasks with necessary details (Preferred)
• Dedicated: Loyal and committed to tasks (Preferred)

Motivations

• Ability to Make an Impact: Inspired to contribute to success
• Growth Opportunities: Inspired by taking on responsibilities
• Goal Completion: Motivated by completing tasks
• Flexibility: Motivated by setting own schedule and goals

Experience

• Preferred: WILLLING TO TRAIN

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For more information, review the Know Your Rights notice from the Department of Labor.

Source: Concord Hospitality