Telephones - Operator

The-Broadmoor-Hotel; Colorado Springs (CO); On-site; USD 32,000 - 39,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Local discounts

Career development

Job summary

The Broadmoor is seeking a Telephones Operator to serve as the primary voice of the resort, handling all incoming, outgoing, and internal calls with luxury service standards. You will be the central hub for guest requests and inter-department communication, ensuring discreet, prompt support for high-end guests.

Responsibilities include directing calls to rooms or departments, logging inquiries, utilizing hotel software, and coordinating wake-up services.

Qualifications

• Minimum of a high school diploma or GED.
• Experience in hospitality or switchboard preferred; equivalent education/work background will be considered.
• Sophisticated verbal communication skills, polite tone, active listening, flawless grammar; additional languages are a major asset.
• Proficiency with PBX switchboard system, headsets, and hotel software.
• Ability to utilize Microsoft Office tools for documentation and email communication.
• High discretion for confidential guest data, grace under pressure, empathy, and polished personal presentation.
• A motivated team player who collaborates effectively and drives results.

Responsibilities

• Answer all calls promptly and professionally with refined etiquette.
• Connect callers accurately to guest rooms, management, or departments (e.g., housekeeping, concierge, spa, dining).
• Log, process, and track guest inquiries and service requests using hotel software.
• Obtain complete and accurate information when handling guest requests.
• Utilize real-time text messaging to communicate with guests and employees.
• Dispatch on-property shuttles and redeem gift cards for outlets.
• Schedule and execute wake-up calls with precision.
• Support emergencies by alerting security/management and monitoring the 911 system.

Skills

Verbal communication

Discretion

Polished presentation

Multilingual

Team player

Education

High school diploma or GED

Tools

PBX switchboard

Headsets

Hotel software

Microsoft Office

Job description

Job Title: Operator

Job Department: Telephones

Job Pay Rate: $17.00 / hour

Job Summary:

As a Telephones Operator, you will be acting as the primary voice of the Broadmoor, delivering flawless communication with luxury service standards, and discreet assistance to high-end guests. Handle prompt and efficient all incoming, outgoing, and internal calls, acts as the central hub for guest requests, provides information, emergency coordination, and inter-departmental communication. Learn more about The Broadmoor here.

Essential Duties and Responsibilities include following. Other duties may be assigned:

• Answer all calls promptly and professionally using refined telephone etiquette and clear voice modulation.
• Connect callers accurately to guest rooms, management, or departments (e.g., housekeeping, concierge, spa, dining).
• Log, process, and track all guest inquiries and maintenance or service requests using the Broadmoor service optimization management software.
• Obtains complete and accurate information when handling all guest requests.
• Utilizes, and monitors, a real-time text messaging software to communicate with guests and employees.
• Dispatches on-property shuttles.
• Redeems gift cards for various outlets on property.
• Schedule and execute automated or manual wake-up call services with precision.
• Handle emergencies and crisis call calmly and efficiently by alerting security, management, or external emergency services. Also monitors 911 alert system.
• Maintain deep knowledge of resort amenities, daily events, hours of operation, and local attractions to brief guests accurately.
• Attends and participates in on-going training as required.
• Ensure complete compliance with The Broadmoor guidelines, operational procedures, safety policies, and institutional standards for excellence (Forbes Travel Guide and AAA Five-Diamond).
• Maintain a willingness to learn about The Broadmoor’s history, estate grounds, wilderness properties, culinary offerings, and retail outlets.
• Execute additional duties and responsibilities as required.

Performs other duties as assigned. - This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that additional or different tasks be performed when circumstances change.

What we are looking for:

• Minimum of a high school diploma or General Education Degree (GED) equivalent.
• Previous experience in hospitality, customer service, or switchboard is highly preferred; however, an equivalent combination of relevant education and professional background will be considered.
• Sophisticated verbal communication skills, an exceptionally polite tone, active listening, and flawless grammar. Additional languages are a major asset.
• Proficiency with PBX switchboard system, headsets, and hotel software.
• Ability to utilize Microsoft Office tools for documentation and email communication.
• High discretion for confidential guest data, grace under pressure, empathy, and polished personal presentation.
• A highly motivated team player who connects easily with colleagues and drives results through positive energy and seamless collaboration.
• Excellent communication skills, negotiation, conflict resolution and ability to work in fast-paced environment.
• Ability to lift, pull, or push up to 50 lbs. with assistance and proper safety practices.
• Flexible schedule, including weekends and holidays, as required by the calendar of events.

*Reasonable accommodation will be provided for individuals with disabilities.

*Not sure you meet every qualification? We still encourage you to apply. At The Broadmoor, we value exceptional candidates who bring a genuine willingness to learn, grow, and help us deliver Five-Star service.

Why Choose The Broadmoor?

Join the team at the world’s longest-running Five-Star, Five-Diamond Resort. At The Broadmoor, we invest in your future with comprehensive benefits, professional growth, and mentorship from top industry experts.

• Benefits: We empower our team with a rewards package including comprehensive health and dental insurance, a 401(k)-retirement plan, and exclusive local discounts. Please click here for a comprehensive list of benefits.
• Career Development: Your growth is our priority. Whether you are seeking a seasonal position or a long-term career, we provide the hands-on development and training you need to succeed.