Telephone Operator

Job Description

What you will be doing:

• Ensure that guest calls are received promptly and dispatched to the appropriate individuals/departments
• Respond to general hotel questions from outside callers and guests
• Complete knowledge of the phone operating system including trouble shooting
• Flexible schedule including mornings, evenings, weekends, and holidays 
• Knowledge of emergency procedures including calls for Emergency Services and use of our Emergency extension
• Ensure that guests’ needs are responded to promptly and that all guests are acknowledged, however busy and whatever time of day.
• Communicate hotel features, services, and daily activities to guests
• Resolve guest complaints, ensuring guest satisfaction with proper follow up and documentation
• Log, dispatch and clear tickets within Royal Service Management system
• Facilitate order taking for In-Room Dining queries
• Suggestively up-sell and offer recommendations on menu choices
• Effectively communicate with In-room Dining team and kitchen to ensure prompt delivery
• During peak or scheduled times, assist with guest registration at Front Desk and Reservation creation in support of Reservations department
• Build guest loyalty through personalized service
• Coordinate guest room billing
• Respond to all guest requests in person, via email, and via phone
• Assist with other tasks as required and where necessary to ensure optimum service to guests

Qualifications

Your experience and skills include:

• High school graduate or equivalent vocational training certificate
• Previous experience in Guest Relations an asset
• Computer literate in Microsoft Office applications
• Very comfortable working with different applications and systems
• Knowledge of Opera Property Management system an asset
• Fluency in English both verbal and non-verbal
• Ability to:

• perform job functions with attention to detail,  speed and accuracy
• prioritize and organize
• be a clear thinker, remaining calm and resolving problems using good judgement
• work cohesively with co-workers as part of a team
• work with minimal supervision
• maintain confidentiality of guest information and pertinent hotel data

Additional Information

What’s in it for you:

• Paid time off
• Medical, Dental and Vision Insurance, 401K
• Complimentary Shift Meal
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academy designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21
• Career development opportunities with national and international promotion opportunities
• Eligible performance based bonus