At Your Service (AYS) Operator

BOSTON HARBOR HOTEL

POSITION DESCRIPTION

JOB SUMMARY

The At Your Service (AYS) Agent serves as the central voice of the Boston Harbor Hotel. This role integrates the technical expertise of a PBX Operator with the culinary knowledge of an In-Room Dining Order Taker. The AYS Agent is responsible for maintaining Five-Star service standards by efficiently managing hotel switchboard operations, coordinating emergency communications, and acting as the primary point of contact for in-room dining orders and guest requests. The ideal candidate is a passionate hospitality professional with an exceptional service attitude, capable of delivering a seamless and luxurious guest experience.

CANDIDATE PROFILE

This is a full-time role, candidates must have flexible night and weekend availability to fulfill this role.

Experience:

Must have at least (1) or more years of experience in Hospitality, with a combination of previous Food & Beverage in a Luxury environment preferred.

KEY RESPONSIBILITIES

The primary responsibilities for the At Your Service Agent will include but are not limited to:

• Operate the PBX switchboard to efficiently answer, screen, and route all incoming, outgoing, and internal calls for all departments, utilizing the guest's name and maintaining Forbes Five-Star Standards.
• Answer incoming calls to assist with in-room dining orders, accurately capturing room numbers, party sizes, and quoting delivery times.
• Serve as the primary communications liaison for all emergency procedures, effectively coordinating with fire, health, and elevator response units.
• Maintain comprehensive knowledge of all food and beverage menu items, including wine and beer pairings, provide thoughtful recommendations, upsell items, and ensure compliance with dietary restrictions.
• Enter all dining orders promptly and correctly into the POS system, ensuring clear and immediate communication with culinary and service teams.
• Assist IRD servers with setting up tables to ensure timely and professional service delivery.
• Confirm dining orders and delivery times with guests, communicating any changes or delays effectively.
• Accept, record, and ensure the timely distribution of messages for in-house, expected arrival, and function guests.
• Operate the hotel radio system to relay in-house messages and information while monitoring daily event listings.
• Perform essential telephony tasks, including inputting wake-up calls, placing welcome calls, and opening/closing DID lines in meeting rooms.
• Keep accurate records of all guest requests, ensuring they are completed and communicated to the appropriate departments.
• Handle guest inquiries, complaints, or concerns with empathy and efficiency, escalating to supervisors when necessary.
• Accept time and charges from outside operators and deliver them to the Front Desk to ensure timely posting to guest accounts.
• Run necessary telephony reports, process paperwork during off-peak periods, and complete daily competitive surveys.
• Report telephone-related issues to the Front Office Manager and assist guests with dialing instructions as requested.
• Maintain a neat and orderly work area while upholding the highest service standards, professionalism, and positive guest experiences.

JOB QUALIFICATIONS

In addition to performance of key responsibilities, this position may be required to possess a combination of the following skills and experiences:

• Requires a thorough knowledge of food and beverage service, as well as luxury core standards. Require good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must be able to lift up to 30lbs + on a regular and continuous basis.
• Thorough knowledge of In-Room Dining service.
• Ability to communicate effectively in the English language. A second language is desirable.

The Boston Harbor Hotel is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender (including pregnancy), age, religion, disability, sexual orientation, or veteran status, or any other status or characteristic protected by law.