Telephone Operator

Job Status and Wage:

• Hourly Position
• $10.00 per hour

Job Requirement:

• Must be able to work on Guam USA without any restrictions
  • US Citizens
  • US Permanent Residents
  • Residents of Federated States of Micronesia (FSM)
• Must have at least 1 years of Telephone Operation experience in hotel industry.
• Front Office experience in an IHG property is highly preferred.
• Must be flexible to work all required shifts

Knowledge and Skills:

• Communication skills are utilized a significant amount of time when interacting with guests and employees.
• Problem solving, reasoning, analytical, motivating, and training abilities are often used when handling incoming and outgoing calls, etc.
• Basic math skills, reading, and writing are used when completing paperwork.
• Excellent interpersonal skills to build relationships internally and externally.

Language: Excellent English (listening, speaking, reading and writing).

Your-day-to-day

People

• Promote and maintain a safe and positive workplace.
• Support Guest Relations team as needed.
• Maintain regular and consistent attendance, appearance and attitude.
• Promote teamwork and quality service through regular communication and coordination with managers, team members, and other departments.

Financial

• Ensure guests are greeted warmly and professionally and assist guests with their luggage and personal belongings.
• Assist to ensure that guests are taken care of during their visit so they are happy to return.

Guest Experience

• Process all incoming and outgoing calls accurately and courteously, Records and controls accurately wake up calls
• Pages guests in co-operation with concerned departments, assists guests with international calls and directory queries
• Records all requests on daily job sheets, attends to all guest queries and requests promptly
• Respond timely and appropriately to guest request and complaints
• Aware of local and international telephone listings and frequently dialed numbers
• Answering inquiries, providing information about hotel amenities and services, and addressing guest concerns or complaints
• Monitoring room availability, updating room statuses, and coordinating with housekeeping staff to ensure rooms are clean and ready for occupancy
• Performing various administrative duties, such as maintaining guest records, completing paperwork, and generating reports related to room occupancy and revenue
• Maintaining clear and effective communication with other hotel departments, including housekeeping, maintenance, and management, to ensure smooth operations and guest satisfaction
• Maintain detailed knowledge of Resort Information
• Maintains detailed knowledge of the Hotel’s Fire, Life and Safety System
• To be responsible for keeping our property safe and secure, to participate in any hotel activity related to Fire Life Safety
• Be familiar with repeat guests and IHG Rewards Club members and ensure proper handling

What we need from you

1. Education: Diploma, GED, or Vocational Certificate in Business Management, Business Study or equivalent.
2. Service years in the field: 1 year experience in customer service or switchboard operator. Experience with OPERA hotel property management system in highly preferred.
3. Knowledge and skills:
4. https://careers.ihg.com/en/job-details/?jobref=Telephone+Operator%7cUS%7c146919#443474