Madeline Hotel & Residences, Auberge Collection · 14 hours ago
Part Time PBX Operator
Mountain Village, CO
Part-time
Onsite
New Grad, Entry Level
$21/hr - $21/hrMadeline Hotel & Residences, Auberge Resorts Collection is a luxurious Forbes Travel Guide five-star resort located in Telluride, Colorado. The PBX Operator will be responsible for efficiently handling incoming calls, assisting guests with their requests, and ensuring a high level of customer service throughout their stay.
Hospitality
Responsibilities
Follow up with guests to ensure their requests or problems have been met to their satisfaction
Receive, record, and relay messages accurately, completely, and legibly
Contact appropriate individuals or departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest calls, requests, or problems
Accept and record wake-up call requests and deliver them to the appropriate department
Answer, record, and process all guest calls, requests, questions, or concerns
Follow up with guests regarding satisfaction with guest-related issues
Assist other team members to ensure proper coverage and prompt guest service
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences, and acting on them whenever possible
Address guests' service needs in a professional, positive, and timely manner
Engage guests in conversation regarding their stay, property services, and area attractions/offerings
Thank guests with genuine appreciation and provide a fond farewell
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call
Handle sensitive issues with team members and/or guests with tact, respect, diplomacy, and confidentiality
Develop and maintain positive and productive working relationships with other team members and departments
Partner with and assist others to promote an environment of teamwork and achieve common goals. Advise guests of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required
Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message
Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls
Forward calls to Front Desk during breaks, at night, or whenever the phones are unattended
Thoroughly understand safety procedures and have numbers to the Police, Fire, and Telephone Repair departments
Perform other duties as assigned, including assisting other departments on an as-needed basis
Qualification
Required
Ability to clearly and pleasantly communicate in English, both orally and in writing, using proper spelling and grammar, with guests, co-workers, and management to their understanding, both in person and by telephone
Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision
Ability to interact in a polite, professional, and engaging manner upon encountering resort guests, whether on the grounds of the resort, while working a resort function, upon entering or leaving from work, or at any other time
Ability to work a flexible schedule that may include evenings, weekends, and holidays
Ability to be a clear thinker and remain calm in emergency situations
Benefits
Team member rates
Team member discounts
Ski and wellness reimbursement
Tuition reimbursement
Annual incentive bonus
Company
Madeline Hotel & Residences, Auberge Collection
Located in the heart of the town of Mountain Village, Madeline Hotel & Residences, Auberge Resorts Collection features unparalleled services, amenities and access to Telluride Ski Resort.
Founded in 2009
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase