Phone Operator

About Us

Discover our transformed hotel in Atlanta, GA. From the vibrant decor to the personalized service, you're sure to love your stay at The Westin Atlanta Perimeter North. Just moments from our Perimeter Center, Atlanta, hotel, you'll find destinations like Sandy Springs Performing Arts Center and Concourse at Landmark Center. Following your time in the city, retire to the holistic warmth of our hotel rooms and suites, with pillowtop mattresses, flat-panel TVs and inspiring views. If your day has been particularly stressful, reserve an appointment for a relaxing spa treatment from one of our expert technicians in the serenity of your accommodation. During downtime, take a refreshing lap in our outdoor pool or get in a workout at our 24-hour fitness center. Our 17 versatile event venues are also perfect for corporate events and social gatherings of all shapes and sizes. Whether traveling to town for business or leisure, The Westin Atlanta Perimeter North offers everything you need for a successful Southern stay.

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Overview

Support the Front Office in providing superior guest service by fielding all guest issues and requests received by telephone with the goal of addressing and resolving any problems in an efficient and timely manner.
Must be available to work Thursday, Friday, Saturday 3pm - 11pm.

Essential Duties and Responsibilities

•Promptly answer telephone calls, greet callers with a positive and clear voice. •Listen to ascertain the correct extension. Reading and using a moderately complex computer console, direct calls to appropriate line. Requires sitting in a confined space for long periods of time to continuously perform essential functions.

• Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested. Read and verbally recite exact messages for guests.
• Receive wake up call information, input cautiously into the automated wake-up system and verbally confirm time to guest.
• Page guests and patrons using the public address system in a courteous and clear manner.

•Act as dispatcher for security, guest services and property operations associates. •Provide timely information via paging system and two way radios to associates in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc.

• Briefly answer basic inquiries, time, extension numbers, outlet hours, etc.

•Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures. •Initiate emergency response as necessary and legibly document pertinent details.

• Remain calm and polite especially during emergency situations or heavy hotel activity. Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job related duties as assigned.

Qualifications and Skills

Knowledge, Skills and Abilities

• Must communicate well with guests.
• Ability to effectively deal with associates and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.
• Ability to access and accurately input information using a moderately complex computer system with or without reasonable accommodation.
• Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other associates with or without reasonable accommodation.

Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Compensation

Tipped/Service Charge Eligible? No

Discretionary Performance Bonus Eligible? No

Benefits

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.