Langham Service Telephone Operator

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

LHG's approach to hospitality centres on open and genuine interactions with guests, colleagues and the world around us. With dedicated colleagues across four continents, we foster an engaging and respectful workplace to nurture careers, delight guests, and embrace the company's vision to building great memories together.

PURPOSE AND OBJECTIVES OF POSITION
The purpose of this position is to deliver an exceptional guest experience by consistently following all service, brand, and Forbes standards, as well as standard operating procedures. The agent ensures timely, warm, and accurate handling of all internal and external calls, messages, and requests. Through clear communication, anticipatory service, and proficient use of technology including Shiji, HotSOS, Alice and Alliants, the agent supports operational efficiency and contributes to increased guest loyalty.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer and direct all incoming calls promptly, within three rings, in accordance with The Langham, Boston standards.
• Communicate effectively with guests through all systems, including voice calls, HotSOS, Shiji, OneNote, and Alliants.
• Record guest requests accurately and promptly, assign them to the appropriate departments, and ensure follow-up until completion.
• Operate all software platforms (HotSOS, Shiji, Alliants) with accuracy and efficiency. Enter requests, track progress, close tasks, and communicate updates with relevant teams.
• Demonstrate strong knowledge of the hotel’s layout, services, and key contacts across departments to answer guest inquiries and direct calls appropriately.
• Assist guests with a variety of requests, providing accurate information and offering thoughtful solutions to enhance their stay.
• Print requested materials for guests and log interactions for reference and follow-up.
• Engage with guests when possible, offering assistance proactively and maintaining a warm, polished demeanor.
• Utilize the 2-way radio and accurately document all necessary communication in the correct system.
• Prioritize multiple requests to ensure timely follow-through and resolution.
• Keep detailed documentation of all guest interactions involving service requests or concerns.
• Share all critical updates and unresolved matters with the oncoming shift to ensure continuity and accountability.
• Treat every guest interaction as a unique opportunity to create a memorable and positive experience.
• Resolve guest concerns professionally, document the incident, and escalate when appropriate to management.
• Foster a collaborative team environment with a positive, solutions-focused mindset.
• Maintain flexible availability including weekends, holidays, and overnight shifts as required.
• Perform other duties as assigned by leadership.

SUPPORTIVE FUNCTIONS

• Take initiative to resolve guest issues with a service-driven and business-oriented approach.
• Uphold and reflect the image of a Five-Star luxury property at all times.
• Demonstrate impeccable punctuality and attendance.

JOB KNOWLEDGE, SKILL, AND ABILITY

• Work independently while remaining a strong team player.
• Stay composed and focused in a fast-paced environment with frequent changes.
• Anticipate guest needs and deliver proactive service.
• Demonstrate excellent organizational, interpersonal, and communication skills.
• Proficient in Windows OS, Microsoft Office Suite, Shiji PMS, and communication platforms such as Alliants.
• Detail-oriented with a high level of accountability.

EDUCATION AND EXPERIENCE

• Previous experience in guest services at a luxury property strongly preferred.
• Familiarity with Forbes service standards and five-star expectations preferred.

LANGUAGE SKILLS

• Fluency in two or more languages (spoken and written) is preferred.

CERTIFICATIONS AND LICENSES

• CPR certification preferred.

SALARY RANGE

• $32.45 - $32.75 per hour