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Phone Operator / Service Express Agent (PM)

Posted March 18, 2023

The Westin Chicago Lombard
Lombard, IL
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About This Job


Job Overview

The Communications Operator is responsible for ensuring efficient communication within, to and from the hotel while maintaining attentive, courteous and efficient customer service.


  • Promptly answers telephone calls in a positive and clear voice with standard greeting.
  • Is familiar with the operation and function of PBX counsel.
  • Listens to ascertain the correct extension and accurately transfers the call.
  • Records accurate messages and recalls for guests as requested by reading and verbally reciting messages to the guests.
  • Receives wake up call information, inputs cautiously into the automated wake-up system and verbally confirms time to guest.
  • Is familiar with the operation of the resort two way radio communication system.
  • Acts as a dispatcher for security, guest services and property operations employees.
  • Provides timely information via paging system and two way radios to employees in response to emergencies and guest requests such as plumbing problems, shuttle service, etc.
  • Briefly answers basic inquiries e.g. time, extension numbers, outlet hours, etc.
  • Operates facsimile to send, receive. Operates photo copier.
  • Shops competition for rates and availability.
  • Remains calm and polite especially during emergency situations and / or heavy resort activity.
  • Knowledgeable of resort emergency procedures and part played in them.
  • Completes guest callback and ensures that all quests questions are answered correctly and ensures that concerns are followed up and have been resolved.
  • Assists front desk associates as needed.
  • Performs other duties as requested by supervisor.
  • Maintains clean and safe work environment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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About this Employer

The Westin Chicago Lombard

70 Yorktown Center
Lombard, IL 60148

(630) 719-8000

500 Room Hotel

Find your balance at our hotel in Lombard

An empowering experience awaits you at The Westin Chicago Lombard, a dynamic destination for business travelers and vacationing families. Our hotel is located in the western suburbs of Chicago, providing a complimentary shuttle to the nearby Metra station, which takes you directly into the city. Stretch out in your intuitively appointed room or suite and enjoy amenities including the Westin Heavenly® Bed and White Tea by Westin™ bathroom products. Move well in the WestinWORKOUT® Fitness Studio, or rejuvenate with a swim in the indoor pool. Sample fresh fare at one of our on-site restaurants, which offer Italian cuisine, seafood or pick up a healthy on-the-go breakfast from Yorktown Market. We offer 39,000 square feet of venue space, including an expansive ballroom - the largest in Lombard. In your down time, walk across the street from our hotel to Yorktown Center, visit Morton Arboretum or venture into Chicago and explore. Whatever the reason for your Lombard visit, we look forward to making it special.