Guest Relations Operator (PM Shifts)

Summary:
The Guest Relations Operator is responsible for delivering exceptional guest service in accordance with Company Standards. This role involves answering incoming calls in a friendly and professional manner, using proper phone etiquette, and directing calls to the appropriate extensions or guest rooms. Additionally, the Guest Relations Operator will handle guest requests by relaying them to the correct departments.

The Guest Relations Operator must be available to work the following shifts: 7:00 pm-3:30 am, 5:00 pm-1:30 am, 4:00 pm-12:30 am. A specific shift will be assigned upon hire.

Responsibilities:

• Answer incoming calls promptly and courteously before the third ring.
• Use proper phone etiquette, including approved greetings and polite communication.
• Direct calls to the appropriate extensions, departments, or guest rooms.
• Relay guest requests to the relevant departments for timely follow-up.
• Provide guests with information about the property, services, and amenities.
• Comply with the company’s drug-free and tobacco/nicotine-free policy.
• All other duties as assigned.

Experience/Qualifications:

• Strong verbal communication skills.
• Excellent phone etiquette and customer service abilities.
• Ability to multitask and manage multiple calls simultaneously.
• Previous experience in a customer service or call center environment preferred.
• Ability to maintain composure under pressure in a fast-paced setting.
• Must be able to legally work in the USA.

Education and Certification(s)/License(s):

• High school diploma or equivalent is preferred.

Discover Life at Rosen:
Your career is here in our diverse and friendly workplace where your individuality and ideas are valued. Our company of more than 3,000 associates thrives on teamwork and ingenuity. It is this team who makes Rosen Hotels & Resorts® in Orlando one of Florida’s most respected hospitality companies to work for.

Benefits Our Associates Enjoy:

• Affordable Health and Dental Insurance
• On-site Medical Center
• Competitive Compensation
• Holiday Pay
• Birthday Pay
• Paid Vacation and Personal Days
• Tuition Reimbursement and Higher Education Scholarships
• 401(k) Retirement Savings Plan
• Childcare Financial Assistance
• Hospitality and Dining Discounts
• Access to our Family Outreach Center
• Excellent Career Growth Opportunities
• And much more

We are proud to be an equal-opportunity employer and a drug and nicotine-free workforce.