Guest Service Telephone Operator

Job TitleGuest service telephone operator
LocationKalahari Wisconsin Dells-DELLS
Description

Shifts available:  1st: 7 am - 3 pm; mid: 11 am - 7 pm OR 12 pm - 8 pm; 2nd: 2 pm - 10 pm OR 3 pm - 11 pm

 

Responsible for providing attentive, courteous, and efficient service to all guests over the telephone; during check-in and at check-out, while maximizing room revenue and occupancy. Will also be responsible for distributing guest requests to the proper departments (i.e. Housekeeping or Maintenance requests.

 

 

• ESSENTIAL DUTIES & FUNCTIONS:
• Approach all encounters with guests and associates in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with Kalahari Resort standards, as required by scheduling which will vary according to the needs of the resort.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform, nametag, promise button, when working.
• Comply at all times with Kalahari Resort standards and regulations to encourage safe and efficient resort operations.
• Associates are at all times attentive, friendly, helpful and courteous to all guests. Managers and fellow associates.
• Obtain all necessary information when taking room, cabana, and bungalow reservations and follow the rate-quoting scenario.
• Fully comprehend and operate all relevant aspects of the Front Desk computer system, copiers, fax machines and other office equipment.
• Be aware of all rates, packages, and promotions at the resort.
• Be familiar with all in-house groups and activities.
• Follow and enforce all Kalahari Resort cash handling and credit/debit policies.
• Maintain proper operation of the PBX console and ensure that all standards are met, if applicable.
• Establish and maintain good communications and teamwork with fellow associates and other departments within the resort.
• Have knowledge of and assist in all emergency procedures as required.
• Ensure that all guests are checked in/out in a friendly, efficient, courteous and confidential manner based on resort standards.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Log all guests' requests for service and follow through to ensure satisfaction.
• Answer guest inquiries about resort services, facilities and hours of operation in a timely manner.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Be familiar with all in-house groups.
• Be aware of closed out and restricted dates or minimums.
• Be familiar with hospitality terminology.
• Use proper two-way radio etiquette at all times when communicating with other associates.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• The ability to be proactive, flexible and take on the most effective roll at any given time.
• Perform other duties as requested by management.

 

Position TypeFull-time