Telephone(PBX) Operator-Renaissance Raleigh Hotel-$14.50 per hour

$30,160 - $30,160/Yr

RHR Raleigh - Raleigh, NC

Full-time - Entry Level

Raleigh, NC

About the position

The Telephone Operator at the Renaissance Raleigh Hotel is responsible for providing exceptional service to guests through effective communication and operational support. This role involves managing phone calls, assisting with guest inquiries, and ensuring a smooth front office operation while maintaining knowledge of hotel amenities and local attractions.

Responsibilities

• Maintains complete knowledge of hotel amenities and layout, local attractions, and airport transportation.
• Accurately gives directions and information regarding the immediate and metro area.
• Reads logbook(s) and memos daily.
• Keeps up to date on in-house groups and functions.
• Demonstrates readiness to help by 'posting up'.
• Follows security procedures regarding room keys and masters.
• Assists in pre-registration and blocking of reservations when necessary.
• Has thorough knowledge of hotel credit and check cashing policies and procedures.
• Handles guest check-in and check-outs in a courteous and professional manner.
• Knows reservations and procedures for same day reservations, cancellation, and walk procedures.
• Promotes guest-related programs such as Marriott Rewards and Comment Cards.
• Maintains neatness and order in the work area.
• Handles multiple tasks during peak times.
• Demonstrates thorough knowledge of emergency procedures.
• Possesses knowledge of all Front Office positions including Front Desk, Bellstand, AYS, Concierge, and Rooms Control.
• Is open to a flexible schedule.
• Offers the best possible service through courteous and proper phone answering procedures.
• Understands various payment options and procedures of Room Service.
• Ensures that all customer complaints are recorded in the Guest Response Program in a timely and professional manner.
• Ensures that all guests who experience a problem receive an appropriate response and follow-up in a timely and professional manner.
• Uses sales dialogue in selling the Room Service menu, beverages, wines, etc.
• Takes Room Service Orders as outlined in the New Hire Guide.
• Operates and explains TDD operation for guests; always has equipment ready to receive TTY calls.
• Prepares wake-up call sheets and records the guests' names and room numbers under the requested time.
• Handles mail and messages per outlined procedures.
• Attends all scheduled department meetings.

Requirements

• Availability to work 3:00pm-11:00pm shifts.
• Strong communication skills to assist guests effectively.
• Ability to handle multiple tasks during peak times.
• Knowledge of hotel amenities and local attractions.
• Familiarity with front office operations and procedures.

Nice-to-haves

• Experience in a hotel or hospitality environment.
• Familiarity with Marriott systems and procedures.

Benefits

• Competitive wages.
• Comprehensive benefit package including medical/dental/vision plans.
• Life insurance options.
• Short-term and long-term disability options.
• 401K options.
• Tuition reimbursement.