Hotel Telephone Operator

Property

At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company!

Location Description

The Houston Marriott Westchase is one of the largest full-service Marriott hotels in Houston. We offer over 604 renovated guest rooms and more than 40,000 square feet of event space, including the 10,000-square foot Grand Ballroom, two boardrooms and 18 additional meeting rooms. Come join our elite staff of committed hospitality industry professionals and help us deliver best-in-class guest experiences. We are conveniently located off of Beltway 8 and Westheimer. Our friendly and positive atmosphere makes us an ideal place for guests - as well as employees! Find out today what a career at the Houston Marriott Westchase with Pyramid Hotel Group can mean for you!

Overview

The Houston Marriott Westchase Hotel is looking for an Experienced Hotel PBX/Telephone Operator.

About Us:At Pyramid Global Hospitality, we believe in the power of our team members. We value, support, and recognize the unique contributions of everyone. By fostering a culture of growth and belonging, we are committed to our team members to excel.

Position Summary: The "At Your Service" Phone Operator is responsible for providing exceptional customer service by promptly answering to guests over the phone and through in-room dining orders. This role involves answering guest inquiries using professional telephone etiquette, processing work order requests to the appropriate department, and ensuring a positive guest experience by delivering timely and accurate information about hotel services and amenities.

Scheduling: This is a Full-Time position that requires open availability, working both AM and PM shifts, various weekdays, weekends and holidays, based on business needs. The schedule will change weekly, and will include both AM and PM shifts, to support operational requirements.

Specifically, this At Your Service / Phone Operator role will be primary responsible for, but are not limited to:

• Answer incoming calls using PBX and computer systems promptly, and using correct telephone etiquette, providing information about hotel services and amenities.
• Take in-room dining orders, ensuring accuracy and clarity in communication to the kitchen staff.
• Assist guests with special requests, including reservations, transportation, and local information.
• Process guest inquiries and service requests in a timely manner, coordinating with other departments as needed.
• Maintain knowledge of current hotel promotions, menus, various room types, amenities, room rates and events to effectively inform and assist incoming callers and guests.
• Handle guest complaints in a professional manner and concerns with empathy and professionalism, with guest follow-up to confirm resolution and satisfaction.
• Document all guest interactions and service requests in the hotel management system for record-keeping.
• Place work orders and collaborate with engineering, housekeeping, and room service staff to ensure guest requests are fulfilled efficiently and resolve problems to their completion
• Maintain a directory of local information that contains, but is not limited to, what is close to hotel location, restaurants that deliver, major city attractions, ect. for recommendations.

This list is not all inclusive, additional job functions will be shared during interviews.

Supportive Functions: The hotel functions seven (7) days a week and twenty-four (24) hours per day. Due to the seasonal nature and business hours of a hotel, candidates must realize it may be necessary to move an employee from their accustomed shift to meet business demands. All associates are expected to perform any other duties as requested by management to support other departments and/or operational requirements.

Opportunity for Growth: This position offers exciting opportunities for career growth for those looking for a path to front office management within our organization!

Our Culture: Empowered to Make a Difference! At Pyramid Global, we value, support, and recognize the unique contributions of each team member. Our culture fosters growth and collaboration, encouraging excellence and exploration in every role. We focus on delivering personalized, memorable experiences for our associates, guests, and communities.

Our Values: People First, Integrity, Excellence

• People First: A talented, diverse, and passionate team working together with respect.
• Integrity: Honesty and accountability to ourselves and colleagues.
• Excellence: Surpassing expectations through dedication and innovation.

Qualifications

• Ability to communicate effectively in the English language, both verbally and in writing.
• Thorough understanding of professional telephone etiquette and key guest service behaviors.
• Strong communication and interpersonal skills are essential, including advanced active listening skills.
• Able to type at least 35 wpm accurately to input guest information using a computer and a variety of software applications.
• Ability to multi-task and prioritize tasks based on guest needs and hotel policies, in a fast-paced work environment.
• Able to easily adapt to sudden, unexpected changes in guest demands and hotel operations effectively throughout the duration of shift.
• Able to effectively communicate with guests about their concerns with empathy and professionalism to de-escalate complaints, collect accurate information, and successfully resolve questions or concerns.
• Ability to sit for extended periods while managing phone inquiries, up to the entire duration of shift.
• Knowledge and experience using Microsoft Office Suite Products and guest services systems.

Professional Licenses/Certifications:

• None required

Experience

• High school diploma or equivalent required; degree in hospitality or related field preferred.
• Previous experience in a multi-line telephone operator role, or similar guest services role, is required, preferably with a full-service hotel.

Grooming/Uniforms:

• All employees must maintain a neat, clean and well-groomed appearance.
• Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

Excellent Benefits!

Joining Pyramid Global Hospitality offers a range of enticing benefits, including but not limited to:

• Exclusive Marriott and Pyramid Global Hospitality hotel discounts worldwide at our award-winning hotels.
• Mental wellbeing support for you and your loved ones
• 401k after 90 days, with a company match to 6%
• Performance-based incentives and bonuses
• Generous paid time off
• Professional guidance and support
• Competitive health, dental, and vision insurance plans
• Pet insurance for your furry companions
• Skill-enhancing job training
• Company-paid and Optional Life and Accidental Insurance
• Supplemental Accident, Critical Illness and Hospitalization Plans
• Employee Assistance Program (EAP)
• Health Flexible Spending Account (FSA)

If you are passionate about working in a collaborative team environment with a chance to grow your hospitality career, we invite you to apply for the AYS Telephone Agent position at Pyramid Global Hospitality. Join us and be a part of our journey to make hospitality better!

Houston Marriott Westchase Hotel and Pyramid Global Hospitality is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color, national origin, gender (including pregnancy), age, religion, disability, sexual orientation, or veteran status, or any other status or characteristic protected by law.