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Hotel Reservations Agent/Switchboard Operator


Job Description:
Operates switchboard to relay incoming, outgoing, and interoffice calls while offering an outstanding customer service experience as the initial point of contact for callers.
Essential Job Functions:
o Use switchboard to connect interoffice and house calls
o Answer, screen, and route outside calls
o Supply information to callers and record messages
o Make and confirm reservations
o Make restaurant, transportation, or entertainment reservation, and arrange for tours
o Perform clerical duties such as typing, proofreading, and mailing brochures and information to guests
o Operate paging system to relay in-house announcements or call individuals to phone
o Report repairs to the Maintenance Department through multiple methods of communication
o Record and deliver all wake-up calls
o Prepare incoming group packets
o Maintain and record lost and found log
o Coordinate with Housekeeping the mailing of articles to Guests in Visual One
o All other duties as assigned
Basic Qualifications:
o Must be 18 years of age or older
o High school diploma or equivalent
o Must have dependable transportation to and from work
o Ability to read, speak and understand the English language
o Previous experience in a customer service role involving large amount of phone and email correspondence
Preferred Qualifications:
o A positive and friendly attitude towards guests, customers, and fellow employees
o Experience communicating with people of diverse demographics
o Must be extremely detailed with outstanding communication skills
o Capability to multi-task multiple projects/duties at once
o Strong computer skills with previous experience using hotel front office software
o Ability to follow directions both written and verbally
o Integrity to safeguard confidential information
o Demeanor to remain calm in tense or stressful situations
o Initiative to work efficiently with minimal supervision
Working Conditions:
o Flexible schedule including evenings, weekends, and holidays
o Physical requirements necessary include walking, standing, bending, lifting, sitting, reaching, and typing on a computer for long periods of time
o Ability to work in moderately noisy work environment for long periods of time and communicate effectively in this environment
o Must be able to lift a minimum of 25 pounds on occasion

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