Guest Experience Agent / Telephone Operator

About the role

The Guest Experience Agent/Telephone Operator is the primary point of contact for guests calling the hotel. You will answer, record, and process all guest inquiries, requests, and concerns while ensuring a courteous and professional telephone experience.

Key responsibilities

• Answer, log, and process guest calls, including wake‑up calls, screening, do‑not‑disturb, call forwarding, conference calls, and TDD relay calls.
• Provide guests with information on internet access and transfer technical issues to the provider’s support line.
• Activate or deactivate guest room message lights and relay messages accurately.
• Monitor busy or unanswered lines, update callers on hold, and offer to take messages.
• Coordinate with appropriate departments to resolve guest requests or problems and follow up to ensure satisfaction.
• Dispatch bell or valet staff when required.
• Test communications equipment to confirm proper operation.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior related work experience required.
• Ability to stand, sit, or walk for extended periods and lift objects up to 10 lb.
• Professional appearance and adherence to company policies.
• Strong communication skills and ability to maintain confidentiality.