Telephone Operator

Description

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:

• Communication skills are utilized a significant amount of time when interacting with guests and employees. 
• Basic math skills, reading, and writing are used when completing paperwork.
• Proficient computer skills including MS programs.     
• Must be able to work nights, weekends, holidays, and during inclement weather.
• Must be able to obtain a vehicle operator license.
• Excellent interpersonal skills to build relationships internally and externally.

1.  Language: Excellent English (listening, speaking, reading and writing).
2. Preferred (if required):

• Regularly carrying or lifting items weighing up to 75 pounds
• Frequently standing and walking around the property 
• Bending, stooping, kneeling 

What we offer

In return we'll provide you a competitive financial and benefits package which may include Health (medical, dental & vision) insurance, a 401k plan with company match, Paid Time Off and Employee Discount. A chance to become part of the global IHG family - opening a door to endless career opportunities. We’re passionate about growing our talent. We’ll provide the training & development you need to succeed & progress into your next role.  

Join us and you’ll become part of the global IHG family – Our colleagues share some winning characteristics: we work better together, we trust and support each other, we aim higher by looking for better ways to do things, we do the right thing, and we welcome different perspectives. 

IHG is an equal opportunity employer: Minorities/ Females/ Disabled/ Veterans