Hotel Operator

JOB SUMMARY: As an Abbey Resort associate, you will have the opportunity to be part of an incredible team at an all service resort situated on the beautiful shores of Geneva Lake. We aim to hire individuals who are ready and committed to exceeding the expectations of every guest by genuinely creating lasting memories, maintaining a positive attitude and by providing outstanding service every time. 

BASIC FUNCTION: The Hotel Operator serves as the resort's central communications hub, providing exceptional guest service through professional telephone communication, digital guest messaging, and service request coordination. This position is responsible for answering and routing incoming calls, responding to guest messages through the Canary platform, creating and dispatching service requests through HotSOS, and supporting the Reservations Department as needed. The Hotel Operator works closely with all resort departments to ensure guest requests are communicated efficiently and resolved promptly, contributing to an exceptional guest experience.

QUALIFICATIONS: EDUCATION, KNOWLEDGE, TRAINING, & WORK EXPERIENCE

High school graduate or equivalent.

Pleasant speaking voice

Previous Hotel, hospitality, customer service, or call center experience preferred

Excellent written and verbal skills.

Strong computer proficiency with the ability to learn multiple hospitality software systems.

Excellent organizational skills with the ability to prioritize multiple tasks simultaneously.

Must be able to type accurately

ESSENTIAL FUNCTIONS:

Guest Communication

Answer and route all incoming telephone calls in a courteous, professional, and timely manner.

Respond promptly to guest messages through the Canary guest messaging platform while maintaining the resort's service standards.

Provide accurate information regarding guest rooms, resort amenities, dining outlets, spa services, recreation, events, hours of operation, and local attractions.

Assist guests with questions, requests, concerns, and service recovery opportunities.

Service Coordination

Create, dispatch, and monitor guest service requests through the HotSOS service optimization platform.

Coordinate guest requests with Housekeeping, Engineering, Front Office, Food & Beverage, and other resort departments.

Escalate urgent guest concerns to the appropriate department leader.

Communicate service updates to guests when appropriate.

Reservations Support

Assist the Reservations Department during periods of high call volume.

Support reservation confirmations, modifications, and general reservation inquiries.

Process advance deposits and maintain accurate reservation records.

Assist with online travel agency (OTA) reservation verification and payment processing.

Complete reservation-related administrative tasks as assigned.

Operational Responsibilities

Maintain working knowledge of all resort communication systems, including telephone, messaging, reservation, and service optimization platforms.

Activate manual communication procedures during system outages or emergencies.

Maintain confidentiality of guest and owner information.

Stay informed of daily resort activities, promotions, events, outlet hours, and operational updates.

Complete assigned reports and administrative projects accurately and within established deadlines.

Collaborate with all resort departments to ensure seamless guest communication and service delivery.

Perform additional duties as assigned.

MARGINAL FUNCTIONS:

• Effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
• Required to perform other tasks and duties as assigned.
• Scheduled hours may vary on business needs and may or may not include holidays, weekends, various shifts, overtime or reduced hours.
• Will be cross-trained and assist as needed in Reservations and the Front Desk.
• Assist with mailings as needed.

ENVIRONMENT: Indoor office setting with a desk, file cabinets, computers, telephones and with brightly lit florescent overhead lights. Comfortable ventilation with little circulation of air.

We are an Equal Opportunity Employer

M/F/D/V