Hotel Phone Operator

People want to work with a person, not a company. PCH is a community of people; associates, guests and ownerships. It is a relationship, built upon common purpose and values. It’s more than a job, a guest experience, or a business investment. Together, we are making a difference in people’s lives. ~Tony Davis, President

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for answering calls efficiently and effectively, recording guest request and then pursuing the issue to a quick and satisfying resolution.
• The At Your Service (AYS) / Delighted To Serve (DTS) Agent must exhibit courteous hospitality at all times and fully own each guest issue.
• When in communication with the guest, the At Your Service (AYS) / Delighted To Serve (DTS) Agent must be proactive in every area, including offering additional services (up sells).
• Have knowledge of the following: room service menus, local area attractions, entertainment, and all resort outlets, landmarks, resort services, guestrooms, amenities, layout and features (Robert Trent Jones Golf Trail and other PCH Hotels).
• Posses the following technical skills: PMS, guestware, F & B posterminal, PBX switchboard console.
• Must possess qualities of multi tasks and problem solving.
• Communicate well on the phone and get along well with others.
• Ability to effectively use L.E.A.R.N. technique for dealing with guest complaints.
• Possess a professional appearance, demeanor and “Spirit to Serve” attitude.
• Have knowledge of hotel, hotel staff, and hotel services, including the hours of operation for all departments involved and in the surrounding areas.
• The At Your Service (AYS) / Delighted To Serve (DTS) Agent is a hotel ambassador by promoting the hotel, restaurants, lounge, gift shops, etc.
• Understands various payment options and procedures of room service.
• Has knowledge of hotel credit policy and procedures.
• Able to give accurate directions and information.
• Handle all emergencies according to established procedures.
• Ensure that all customer complaints are recorded in the guest response program in a timely a professional manner.
• At Your Service (AYS) / Delighted To Serve (DTS) Agent offers the best possible service for our guest.

Our Benefits Include:

Comprehensive Health Insurance – Medical, Dental, Vision, as well as Voluntary Benefits including Short Term/Long Term Disability and Supplemental Life Insurance
401K with Company Match
Employer Paid Life Insurance
Complimentary Employee Assistance Program
Paid Time Off to include Vacation, Personal, Sick, & Holidays
Discounted Hotel, Spa, Golf, Retail, and Food & Beverage
Tuition Reimbursement Program
PCH University & Professional Development Series
Associate Referral Program

Our Culture:

Our team embodies service that spans beyond typical hospitality. Both warm and authentic, we are a team committed to excellence. Our benchmark is our genuine care for others. For this reason, we love coming to work to create new experiences every day. The secret sauce to our successful recipe: Put people first.

We celebrate our places. We encourage independent thinkers who fill their workspaces and properties with joy. PCH Hotels & Resorts creates experiences, connections and traditions through generations of storytellers.

PCH Hotels & Resorts brings the heart and soul to hospitality. Our core values are the foundation of everything we do!

You belong here. Join the PCH Hotels & Resorts family, where we put people first.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)