Guest Services Phone Operator

A day in the life of a guest services phone operator typically includes the following duties:

• Promptly answer all internal and external calls in a courteous and clear manner.
• Direct calls to the appropriate departments or individuals using a computer-based switchboard system.
• Transcribe and input guest messages and wake-up calls into the system accurately.
• Act as dispatcher for emergency and guest service needs via paging system and two-way radios.
• Respond calmly and professionally to all emergency calls, including 911, and initiate the appropriate hotel emergency procedures.
• Page guests and associates over the public address system when needed.
• Maintain timely response to all digital guest chats within 4 minutes.

Guest Service & Support:

• Assist with general hotel information and respond to guest inquiries regarding local attractions, services, and amenities.
• Coordinate interdepartmental communication to resolve guest issues and fulfill requests efficiently.
• Process guest departures, airline crew check-ins, and update corresponding room statuses.
• Stamp and prepare key packets for airline crews, including weekend packets with relevant hotel information.
• Prepare breakfast, beverage, and Elite welcome vouchers for guest distribution.
• Monitor and balance mobile check-ins and mobile key activations.

Group Services & Administrative Duties:

• Assemble room labels and key packets for pre-keyed groups.
• Block room assignments for incoming groups when needed.
• Assist with loyalty enrollment tracking, digital engagement metrics (chat response times), and case management.
• Log all guest-related incidents in the Pass-On report and alert the appropriate departments when significant issues arise.
• Immediately notify supervisors and/or engineering when fire panel is activated or a safety concern is reported.

Skills and Abilities Required:

• Strong verbal communication skills and a courteous phone manner.
• Fluent in English.
• Ability to multitask and remain composed in high-pressure or emergency situations.
• Excellent computer skills and familiarity with hotel property management systems (PMS).
• Attention to detail and ability to enter accurate data in real time.
• Professional demeanor, grooming, and customer service orientation.
• Willingness to assist other team members and collaborate across departments.
• Must be able to sit for extended periods in a confined space.

Performance Standards:

Customer Service: Act as a positive ambassador of the hotel, consistently delivering courteous and efficient service to guests and colleagues alike.

Work Habits: Maintain professional work habits including punctuality, grooming, adaptability, and problem-solving.

Safety & Security: Follow all hotel safety protocols including key control, emergency response, and safe work practices.