Hotel Telephone Operator

Description

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.

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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. Balances all cashiering transactions consistently. Handles multiple tasks during peak times. Uses slow periods efficiently, stocking supplies, and cleaning, etc. Makes no errors in paperwork, check-in functions are accurate, and registration cards are complete. Knows always selling strategy. Adheres to all credit policies. 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. Is expected to carry out all reasonable requests by management that the associate can perform. 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. Know culinary terminology. Know the Gold Standard Brands. Able to use the Room Service Use records. Take Room Service Orders as outlined in the New Hire Guide. Have full knowledge of the Room Service POS system and its functions. 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. Sets wake-up clock or input as requests come in. Notes charges on incoming calls not received by the call accounting system; post in PMS. Handles mail and messages per outlined procedures. Attends all scheduled department meetings. Must attend Service Excellence class and obtain an 80% or higher in observations.

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."