Phone Operator

Phone Operator

As a Phone Operator at Concord Hospitality, you will be the voice of the hotel, providing courteous and professional service to guests while supporting front office operations. Your role ensures smooth communication, accurate information, and exceptional guest experiences. Responsibilities include maintaining complete knowledge of hotel amenities, layout, local attractions, and transportation options. You will provide accurate directions and information regarding the immediate and metro area. You will read logbooks and memos daily; stay updated on in-house groups and functions. You will follow security procedures regarding room keys and related systems. You will assist with reservations, pre-registration, and blocking of rooms when necessary. You will handle guest check-ins and check-outs courteously and professionally. You will promote guest-related programs such as Marriott Rewards and comment cards. You will maintain neatness and order in the work area; balance cashiering transactions consistently. You will handle multiple tasks during peak times and use slow periods efficiently (stocking, cleaning, etc.). You will record and resolve guest complaints in the Guest Response Program with timely follow-up. You will take and process room service orders accurately; use sales dialogue to promote menu items. You will operate the Room Service POS system and understand payment procedures. You will prepare and manage wake-up call requests; ensure accuracy and proper handling. You will handle mail, messages, and TTY/TDD calls per outlined procedures. You will attend scheduled department meetings and complete Service Excellence training.

Qualifications include prior hospitality or front office experience preferred. Strong communication and customer service skills. Ability to multitask and remain calm during high-volume periods. Knowledge of hotel reservations, credit policies, and emergency procedures. Familiarity with culinary terminology and beverage service standards a plus. Flexible schedule availability, including nights, weekends, and holidays.