Job Description

Essential Job Functions

1. Ensure full compliance with all departmental policies, procedures, and service standards.
2. Operate and maintain equipment correctly, using it only as intended.
3. Anticipate and promptly address guest needs while maintaining a professional demeanor at all times.
4. Foster positive guest relations and resolve complaints to ensure satisfaction.
5. Maintain cleanliness, organization, and sanitation in assigned areas.
6. Stay informed about: * Daily activities, in-house groups, and hotel services. * Special guest requests and operational details such as extension and radio numbers. * Hotel outlet hours, features, and amenities.
7. Develop and manage weekly staff schedules based on business demands.
8. Ensure adequate switchboard coverage at all times.
9. Record and address colleague attendance issues and maintain accurate records.
10. Communicate daily business updates, including arrivals, departures, and guest requests, to the team.
11. Train, monitor, and support staff to ensure consistent delivery of high-quality service.
12. Respond to calls promptly and professionally, using proper telephone etiquette.
13. Oversee accuracy in guest request logs and billing for telephone charges.
14. Coordinate meeting room telecommunication needs, including equipment setup.
15. Maintain organized workstations and ensure resource availability.
16. Document and escalate guest complaints, monitor resolution progress, and follow up to confirm satisfaction.
17. Act as a communication hub during emergencies, following hotel protocols.
18. Conduct new hire and ongoing staff training to ensure high performance and compliance.
19. Manage supply requisitions and coordinate necessary equipment repairs.
20. Ensure proper documentation and communication of all relevant operational information.

Secondary Job Functions

1. Process guest fax requests and monitor facsimile operations.
2. Assist with managing telephone system maintenance and liaise with service providers.
3. Support the manager in coordinating telephone company work orders as needed.

Qualifications

Desirable Qualifications

1. Some college coursework or a college degree.
2. Previous supervisory experience in a similar role.
3. Fluency in a second language, with a preference for Spanish.
4. Strong ability to engage in suggestive selling.
5. Proficiency in using property management systems and computers for inputting and accessing information.
6. Prior guest relations training or experience.

Physical Requirements

Essential:

1. Ability to transport telephones and cables weighing 10–25 pounds across the hotel.
2. Capacity to perform various physical movements within work areas.
3. Ability to reach distances of 1–2 feet as needed.
4. Maintain a stationary position for 6–8 hours during work shifts.
5. Communicate effectively with guests, management, and colleagues to ensure mutual understanding.

Additional Information

What’s in it for You?

• Generous Paid Time Off : Enjoy a healthy work-life balance with our paid time off policy.

• Comprehensive Health Coverage : Access Medical, Dental, and Vision Insurance to keep you and your family healthy.

• 401K Plan : Secure your future with our competitive 401K retirement savings plan.

• Complimentary Shift Meal : Savor delicious meals on us during your shifts!

• Exclusive Employee Benefit Card : Unlock discounted room rates at Accor hotels worldwide, making travel more affordable.

• Professional Development : Enhance your skills with learning programs through our Academy, tailored for your growth.

• Make a Positive Impact : Get involved in our Corporate Social Responsibility initiatives, like Planet 21, and contribute to meaningful change.

• Career Advancement Opportunities : Take your career to new heights with opportunities for national and international promotions.