Telephone Operator

Company Overview:

Performance Hospitality is a lifestyle hotel management company committed to providing outstanding service to our guests! We manage a variety of branded, independent hotels in major US markets.

We take pride in our ability to deliver exceptional guest and associate experiences by focusing on inspiring individuals through a thoughtful delivery of self-expression hospitality. We believe that providing innovative, cutting-edge practices, along with transparent communications, is a fundamental part of our commitment.

Purpose:

The Telephone Operator is responsible for answering internal and external telephone calls in a friendly and courteous manner, direct calls through the hotel switchboard. Input wake up calls and messages in to the system, retrieve messages as requested. Actively coordinate communications within the hotel including emergency procedures, alarms, life safety, natural disaster, and shuttle van services, acting as a liaison to all appropriate local Emergency Services.

Essential Functions:

• Promptly answer telephone calls, greet callers with a positive and clear voice. Listen to ascertain the correct extension.

• Reading and using a moderately complex computer console, direct calls to appropriate line.

• Requires sitting in a confined space for long periods of time to continuously perform essential functions.

• Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested. Read and verbally recite exact messages for guests.

• Receive wakeup call information, input cautiously into the automated wake-up system and verbally confirm time to guest.

• Page guests and patrons using the public-address system in a courteous and clear manner.

• Act as dispatcher for security, guest services and property operations associates. Provide timely information via paging system and two-way radios to associates in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc.

• Briefly answer basic inquiries, time, extension numbers, outlet hours, etc.

• Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures. Initiate emergency response as necessary and legibly document pertinent details. Remain calm and polite especially during emergency situations and/or heavy hotel activity.

• Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.

• Comply with attendance rules and be available to work on a regular basis.

• Perform any other job-related duties as assigned.

Qualifications:

High School Diploma or equivalent. Minimum of one (1) year previous experience preferred.

Qualifications

Working Conditions / Physical Demands / Knowledge / Skills / Abilities (KSA's):

Command of the English language both written and verbal. Well organized and detail-oriented with the ability to manage multiple priorities in a fast-paced environment.

Self-starting personality with an even disposition. Always maintain a professional appearance and manner. Must be willing to "pitch-in" and help co-workers with their job duties and be a team player.

Ability to work beyond standard hours when necessary, including evenings, weekends, and holidays, to accommodate the guests' needs. Ability to comprehend and follow instructions from supervisor. Comply with quality assurance expectations and standards.

Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. EDUCATION and EXPERIENCE High School Diploma or equivalent with at least one (1) year hospitality experience.

Exceptional benefits including elective Medical, Dental, Vision, and Short-Term Disability coverage.

Explore our hotels! Associates receive hotel and restaurant discounts & perks at any of our properties (excluding your home property).

We Invest in Your Future Success! Become a department trainer Join our Job Coach Program.

Continued Leadership Education Program! We offer an ongoing Performance Hospitality Leadership Series (PHLS, Weekly Webinars, e-learning courses).

Enjoy the Holidays! We offer Seven (6) paid holidays throughout the year.

Company paid Basic Life Insurance, AD&D, Long-term Disability, Employee Assistance Program (EAP) and Travel Assistance Program.

Paid Time Off (PTO)

Celebrate You! Choose one (1) paid day of personal celebration each year to use however you choose

"Performance Hospitality is proud to be an Equal Opportunity Employer.

Drug-free Workplace