Telephone​/PBX Operator

Radisson Blu Mall of America Telephone/PBX Operator

Choice Hotels International, Inc is one of the largest lodging franchisors in the world. A challenger in the upscale segment and a leader in midscale and extended stay, Choice ® has more than 7,400 hotels, representing over 625,000 rooms, in 45 countries and territories. A diverse portfolio of 22 brands that run the gamut from full-service upper upscale properties to midscale, extended stay and economy enables Choice ® to meet travelers' needs in more places and for more occasions while driving more value for franchise owners and shareholders.

The award-winning Choice Privileges ® loyalty program and co-brand credit card options provide members with a fast and easy way to earn reward nights and personalized perks.

The position of the Telephone/PBX Operator requires an ability to provide superior guest service in a fast-paced, upscale environment.

Hourly Wage: $20.32

Benefits we provide:

• Employee discounts on thousands of hotels
• Enjoy a complimentary meal in the associate cafeteria during your shift
• Free Parking
• Paid Sick Time (MN Earned Sick and Safe Time)
• Employee Assistance Program
• 401(k) Retirement Plan
• Paid Vacation Time
• 8 Paid Holidays
• Paid Bereavement
• Paid Floating Holidays

Key Responsibilities

• Handle incoming/outgoing calls in an attentive, courteous and efficient manner, according to the hotel's standard operating procedures.
• Provide clear and concise communication while assisting guests with their questions or needs.
• Anticipate guests needs while providing recommendations of the hotel and local attractions.
• Assist guests with changes in their room or restaurant reservation.
• Make reservations for shuttle and ground transportation.
• Deliver guest welcome calls upon check-in.
• Responsible for radio communications between departments of the hotel.
• Communicate with housekeeping regarding room availability and guest requests.
• Take Room Service food and beverage orders from guests, enter orders in our point-of-sale system which relays orders to the kitchen and bar.
• Maintain an up to date knowledge of the Room Service menu and ingredients to assist with food allergy questions/concerns.
• Input and accesses data in Opera, Open Table, Micros, Runtriz and HotSOS.
• Assists with emergencies (medical, fire, power/system failure) by contacting the designated personnel for immediate assistance.
• Maintains discretion and confidentiality of all calls and guest room and fax numbers.

Creates 100% guest satisfaction by providing the Radisson Blu experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations:

• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.
• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.
• Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis.
• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction.

Performs other duties as required by Management to provide 100% Guest Satisfaction and genuine hospitality to our Guests.

Requirements/Skills

• Ideal candidate will have a minimum of one-year of hotel front desk experience, other hotel experience or experience in a customer service environment
• Experience in Opera system preferred
• Strong verbal, written and interpersonal skills
• Works well independently or as part of a team
• Strong attention to detail
• Commitment to exceptional guest service
• Ability to maintain a positive and professional attitude when handling all situations
• Adhere to the policies and procedures of the hotel
• Ability to work a flexible schedule including holidays and weekends
• Working knowledge of computer and math skills.

Physical Demands

• Perform repetitive hand and arm movements;
• Ability to sit for long periods of time, 8 hours or more per day;
• Must be able to squat, bend, kneel and twist;
• Occasional lifting, pushing, or pulling of more than 10 pounds.

The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be…