JOB SUMMARY

Speaks clearly, distinctly, and with a friendly, courteous tone. Uses listening skills to put callers at ease and obtain accurate, complete information. Answers incoming calls and directs them to guest rooms through the telephone console or to hotel personnel or departments. Takes and distributes messages for guests, provides information on guest services, and answers inquiries about public hotel events.

RESPONSIBILITIES AND DUTIES

• Answering incoming calls.
• Directs call guest rooms, staff, or departments through the switchboard or PBX system.
• Places outgoing calls.
• Receives guest messages and delivers the same to the guest.
• Logs all wake-up call requests and performs wake-up call services.
• Provides information about hotel services to guests.
• Understand the telephone operator board or PBX switchboard operations.
• Provides paging services for hotel guests and employees.
• Knows what action to take when an emergency call is required.
• Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed.
• Assists in reporting telephone equipment or service complaints and problems.
• Follow telephone etiquette
• Trains or assists with training new telephone operators in the performance of job duties.
• To be fully aware of and adhere to health and safety, fire, and bomb threat procedures.
• Multitasking abilities will always come in handy because a switchboard operator may be asked to do other jobs as well.
• Must be polite and courteous while answering the phone.
• Open and close telephone functionality on the hotel front office software.
• Keep records of calls placed and received by all departments and record the call charges.
• Update directory information on the front office software.
• Provide relay service for hearing-impaired guests.
• Provides a paging service for hotel guests and employees. Process guest wake-up calls.

REQUIREMENTS AND SKILLS

High school graduate or equivalent. Must speak, read English and Spanish. Previous hotel-related experience desired. Knowledge of centralized telephone systems. Skills in the operation of telephone equipment. Dealing diplomatically with the public under stressful conditions. Knowledge of personal computers and methods of updating databases.

Job Type: Full-time

Pay: $8.75 per hour

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Night shift
• Weekend availability

COVID-19 considerations:
At Verdanza Hotel we are committed to creating a safe and healthy work environment for guests and associates.

Education:

• High school or equivalent (Required)

Experience:

• call center: 1 year (Preferred)
• customer service: 1 year (Required)

Language:

• Fluent English/Spanish (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Work Location: One location

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