The Company operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting and ending times, and hours worked in a week.   

Job overview

The Guest Response Operator greets and assists phone callers in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations.  Ensures release of any Company, hotel, brand, and guest information is consistent with privacy policies, practices and regulations.  Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management.  Reports any deviations from policies, procedures, brand standards and regulations to management.

Essential Functions

• Correct use of phone equipment, consoles, headsets, telephones and other related equipment. Answer calls in accordance with established procedures.   
• Answer and respond to guest problems and/or requests courteously and accurately.  Ensure release of any Company, hotel, brand, and guest information is consistent with privacy policies, practices and regulations.
• Prompt response to all emergency calls for help.  Determine course of action, notify appropriate management and authorities in accordance with established procedures.
• Schedule wake-up calls or set wake-up clock.
• Sort and process guest related mail in accordance with established procedures.
• Maintain fax machine and send/receive guest faxes.  Process appropriate charges for this service.
• Maintain a clean and safe phone area.
• Be familiar with reservation procedures and assist as needed.
• Consistent professional and positive attitude and actions when communicating with guests and associates.
• Report any incidents of guest dissatisfaction or other matters of significance to manager / supervisor so that corrective measures may be taken.
• Any other tasks / duties as requested by management.

Job Requirements

• High school education or equivalent experience.  
• Pleasant phone voice along the consistent proper use of the English language is required.  
• Customer service background and familiarity with hospitality industry practices preferred.
• Able to work nights, weekends and holidays