Hotel Phone Operator

Hilton Sandestin Beach prides itself on providing each guest with the very best service.  To do this, we must attract and retain only the very best team members to join us on our very special and singular journey.  While our guests are the lifeblood of our business, our team members are the heart and soul that allows our hotel to thrive. Working with Hilton Sandestin Beach means working with a group of leaders committed to your success and your future.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Free daily meal service (lunch or dinner)
• Health insurance
• Paid sick time
• Paid time off
• Vision insurance

Position Purpose:

Answer and respond to internal and external calls in a friendly and courteous manner in the hotel’s continuing effort to deliver outstanding guest service and financial profitability.

Essential Functions:

• Respond to guest inquiries and requests and resolve issues via telephone in a timely, friendly, and efficient manner.
• Follow up with guest requests to ensure service received is satisfactory.
• Provide information and demonstrate knowledge of all hotel facilities and services
• Respond to emergencies and document and relay comprehensive, accurate information to proper parties in emergency situations.
• Accept and deliver all messages promptly and accurately, utilizing proper grammar and spelling.
• Direct calls to guest rooms ensure to verify proper security information.
• Operate office equipment including, but not limited to, computers, PBX system, fax machine, e-mail, etc.
• Dispatch Housekeeping and Engineering calls in a timely manner and follow-up to ensure that tasks are completed.
• All other duties and instructed by the supervisor.

Supportive Functions:

• Operate facsimile machines to send, receive, and log transmissions. Notify guests using the message function of the computer of incoming faxes, package and express mail deliveries.
• Maintain an alert, attentive, calm, and reassuring tone of voice
• Be responsive to guest's requests by communicating their needs to appropriate departments in a prompt and courteous manner.
• Other duties and special projects as assigned by the supervisor such as room reservations processing, selected guest service agent functions, development and analysis of PBX reports with regard to call volume, service levels and others.

Specific Job Knowledge, Skill and Ability:

• Ability to effectively deal with employees and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.
• Considerable ability to listen effectively and speak English clearly on the telephone in a polite and understandable manner.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to read the English language to fully comprehend and communicate clearly all guest messages.
• Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other employees.

Experience:

No prior experience required. Prior hospitality and/or communications experience preferred.

Other:

Due to the seasonal and business nature of the hospitality industry, employees may be required to work varying schedules and hours to reflect the staffing needs of the hotel.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.