Telephone(PBX) Operator

Concord Hospitality Enterprises; Raleigh, Northern (NC, KY); Hybrid; USD 16,531,000 - 22,042,000; Full time

Benefits offered by this job

Medical/dental/vision

Life Insurance

ST/LT disability

401K

Tuition assistance

Discounted hotel rates

Job summary

Concord Hospitality Enterprises in Raleigh seeks a Phone Operator to support guests with courteous service, accurate information, and timely room service handling. You will assist with reservations, wake-up calls, and guest communications while upholding hotel standards.

Flexibility for 3:00pm–11:00pm shifts is required; training is provided to ensure top-tier guest experiences and adherence to Concord procedures and security policies.

Qualifications

• Willing to train (required)

Responsibilities

• Maintain knowledge of hotel amenities, layout and local attractions.
• Handle guest check-ins/outs in a courteous manner and follow front desk procedures.
• Provide Room Service information and take Room Service orders.
• Assist in pre-registration and blocking of reservations when necessary.
• Sell Room Service items and upsell amenities.
• Operate and explain TDD for guests and handle wake-up calls as requested.
• Take messages and manage mail per procedures.

Skills

Phone etiquette

Guest service

Job description

Description

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

As a Phone Operator, you will:

Maintains 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. Reads logbook(s) and memos daily. Keeps up to date on in-house groups and functions. "Posts up" demonstrating a readiness to help. Follows security procedures regarding room keys, masters, etc. Each associate will be required to follow the rules as found in the Marriott/Concord Hospitality Associate Handbook. Assists in pre-registration and blocking of reservations when necessary. Have thorough knowledge of hotel credit and check cashing policies and procedures. Handles guest check-in and check-outs in a courteous and professional manner. Have knowledge of reservations and procedures take same day reservations. Know the cancellation procedures and walk procedures. Promotes guest-related programs (Marriott Rewards, Comment Cards, etc.). Maintains neatness and order in the work area. Handles multiple tasks during peak times. Demonstrates thorough knowledge of emergency procedures. Possesses knowledge of all Front Office positions - Front Desk, Bellstand, AYS, Concierge, and Rooms Control. Is open to a flexible schedule. Offers the hotel guests the best possible service through courteous and proper phone answering procedures. Understands various payment options and procedures of Room Service. Ensure that all customer complaints are recorded in the Guest Response Program in a timely and professional manner. Ensure that all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and an appropriate follow-up in a timely and professional manner. Able to use sales dialogue in selling the Room Service menu, beverage, wines, etc. Take Room Service Orders as outlined in the New Hire Guide. Able to operate and explain TDD operation for guests; always has equipment ready to receive TTY calls. Prepare wake-up call sheets; records the guests name and room number under the requested time; repeats information to the guest to ensure proper handling of wake-up.

Handles mail and messages per outlined procedures.

Attends all scheduled department meetings.

Benefits of Working for Concord Hospitality

We offer competitive wages. Full-time associates are eligible to participate in a comprehensive benefit package, which includes medical/dental/vision plans, life insurance, ST/LT disability options, 401K options, tuition assistance, discounted room rates at Concord managed hotels, plus training & development and career advancement opportunities.

Why Concord?

Concord Hospitality invests in its associates by providing training and development at all levels, from interns to executive leaders. Our "Associate First" culture supports and inspires personal development both within the workplace and beyond. Our associates are what our company is built on, and we are proud to recognize them for their hard work, dedication, and commitment to excellence. We value work life balance, diversity, and our commitment to provide the best customer service and quality accommodations in every market we exist. Concord is built on 5 cornerstones: Quality, Integrity, Community, Profitability and FUN! Our associates say it best with our national company cheer heard throughout North America ---

"We Are Concord! "

We support diversity and inclusion through our mission to be a "Great Place to Work for All."

Qualifications

WILLING TO TRAIN

Behaviors

• Enthusiastic: Shows intense and eager enjoyment and interest (Preferred)
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well (Preferred)
• Dedicated: Devoted to a task or purpose with loyalty or integrity (Preferred)

Motivations

• Preferred

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