Hotel Phone Operator

Location: 

JW Marriott Marquis Miami | 255 Biscayne Blvd Way, Miami Florida 33131 USA

Begin

• Explore a career in hospitality

• People taking care of people

• Have flexibility in your career

• Be an influencer in the industry

• Fulfill your purpose

Belong

• Be a part of an inclusive environment

• Be your authentic self

• Be a part of something bigger than you

• Be a part of a community far beyond our walls

Become

• We go where you want to go

• Achieve both career goals and life goals

• Adapt and grow

• Thrive on challenge and growth

Do your best work, begin your purpose, belong to an amazing team and become the best version of you.

Compensation: Hourly

Schedule: Full-Time

Position Type: Non-Management

Work setting: on-site

Benefits

Job Summary:

Operate telephone switchboard station in order to answer telephone calls. Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Assist guests with accessing the internet. Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Communicate parking procedures to guests/visitors. Dispatch bell staff or valet staff as needed. 

Assist management in training, motivating, and coaching employees; and serve as a role model. Report accidents, injuries, and unsafe work conditions to manager; and maintain awareness of undesirable persons on property premises. Follow all company policies and procedures, ensure uniform and personal appearance is clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Job Family Core Work Activities

Safety and Security 

• Maintain awareness of undesirable persons on property premises. 
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. 
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). 

Policies and Procedures 

• Follow company and department policies and procedures. 
• Protect the privacy and security of guests and coworkers. 
• Maintain confidentiality of proprietary materials and information. 
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. 
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. 
• Perform other reasonable job duties as requested by Supervisors. 

Guest Relations 

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. 
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust. 
• 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. 
• Assist other employees to ensure proper coverage and prompt guest service. 
• Thank guests with genuine appreciation and provide a fond farewell. 
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings. 
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones). 

Communication 

• Speak to guests and co-workers using clear, appropriate and professional language. 
• 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. 
• Talk with and listen to other employees to effectively exchange information. 
• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email). 
• Provide assistance to coworkers, ensuring they understand their tasks. 

Assists Management 

• Coordinate tasks and work with other departments to ensure that the department runs efficiently. 
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards. 
• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions. 

Working with Others 

• Develop and maintain positive and productive working relationships with other employees and departments. 
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. 
• Partner with and assist others to promote an environment of teamwork and achieve common goals. 
• Support all co-workers and treat them with dignity and respect. 
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively. 

Quality Assurance/Quality Improvement 

• Comply with quality assurance expectations and standards. 

Physical Tasks 

• Enter and locate work-related information using computers and/or point of sale systems. 
• Stand, sit, or walk for an extended period of time or for an entire work shift. 
• Read and visually verify information in a variety of formats (e.g., small print). 
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. 

Check-in/Check-out 

• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. 

Communications 

• Operate telephone switchboard station in order to answer telephone calls. 
• Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. 
• Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless). 
• Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message. 
• Activate and deactivate guest room message lights as appropriate. 
• Transfer guests with internet access issues to the internet service provider's customer support line. 

Greet/Escort Guests 

• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. 

Guest Services 

• Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. 
• Receive, record, and relay messages accurately, completely, and legibly. 
• Follow up with guests to ensure their requests or problems have been met to their satisfaction. 
• Answer, record, and process all guest calls, requests, questions, or concerns. 

At Your Service/Delighted to Serve 

• Follow up with guest regarding satisfaction with guest-related issues. 

Parking 

• Communicate parking procedures to guests/visitors. 
• Dispatch bell staff or valet staff as needed. 

Candidate Profile

Analytical Skills

Interpersonal Skills

Communication

 Personal attributes

Orientation

Education or Certification

Our Mission

We provide genuine hospitality by inspiring strong relationships with our guests, associates, and partners to make a difference in our community.

Our Vision

To be the leading choice in Miami by welcoming guests from all over the world, offering fun, innovative, and unique hotel experiences while developing our communities.

Our Core Values

We Inspire People

We Embrace Innovation

We Pursue Accountability

SOCIAL MEDIA SITES

Marriott Careers: https://www.youtube.com/user/MarriottJobs

JW Marriott Marquis Miami

LinkedIn: https://www.linkedin.com/company/jw-marriott-marquis-miami/?viewAsMember=true

Website: https://www.marriott.com/hotels/travel/miamj-jw-marriott-marquis-miami/

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Facebook: https://www.facebook.com/JWMarriottMarquisMiami/

Twitter: https://twitter.com/jwmm_miami?lang=en

Maps: https://www.marriott.com/hotels/maps/travel/miamj-jw-marriott-marquis-miami/

E-VERIFY

MDM Hotel Group participates in the Electronic Employment Eligibility Verification Program.

MDM Hotel Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. MDM Hotel Group does not discriminate based on disability, veteran status, or any other basis protected under federal, state, or local laws.

If you’re looking to make a measurable impact in a Luxury Hospitality organization, we’d love to hear from you.