At Your Service (AYS) Operator

Key Responsibilities

• Operate the PBX switchboard to efficiently answer, screen, and route all incoming, outgoing, and internal calls for all departments, utilizing the guest's name and maintaining Forbes Five-Star Standards.
• Answer incoming calls to assist with in-room dining orders, accurately capturing room numbers, party sizes, and quoting delivery times.
• Serve as the primary communications liaison for all emergency procedures, effectively coordinating with fire, health, and elevator response units.
• Maintain comprehensive knowledge of all food and beverage menu items, including wine and beer pairings, provide thoughtful recommendations, upsell items, and ensure compliance with dietary restrictions.
• Enter all dining orders promptly and correctly into the POS system, ensuring clear and immediate communication with culinary and service teams.
• Aid IRD servers with setting up tables to ensure timely and professional service delivery.
• Confirm dining orders and delivery times with guests, communicating any changes or delays effectively.
• Accept, record, and ensure the timely distribution of messages for in-house, expected arrival, and function guests.
• Operate the hotel radio system to relay in-house messages and information while monitoring daily event listings.
• Perform essential telephony tasks, including inputting wake-up calls, placing welcome calls, and opening/closing DID lines in meeting rooms.
• Keep accurate records of all guest requests, ensuring they are completed and communicated to the appropriate departments.
• Handle guest inquiries, complaints, or concerns with empathy and efficiency, escalating to supervisors when necessary.
• Accept time and charges from outside operators and deliver them to the Front Desk to ensure timely posting to guest accounts.
• Run necessary telephony reports, process paperwork during off-peak periods, and complete daily competitive surveys.
• Report telephone-related issues to the Front Office Manager and assist guests with dialing instructions as requested.
• Maintain a neat and orderly work area while upholding the highest service standards, professionalism, and positive guest experiences.

Job Qualifications

• Requires a thorough knowledge of food and beverage service, as well as luxury core standards.
• Require good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must be able to lift up to 30lbs + on a regular and continuous basis.
• Thorough knowledge of In-Room Dining service.
• Ability to communicate effectively in the English language. A second language is desirable.