Position: Guest Services Operator

Reports to: Guest Services Manager

Job Type: Full-Time, Non-exempt, Hourly

Southall Farm and Inn is a premier destination bringing nature, produce and people together in a powerful and unique way. The Guest Services Operator will answer and extend all incoming calls/messages for guests, provide information on Guest Services, and answer inquiries about events/activities happening on property.

Responsibilities:

• Answers incoming calls.
• Directs call to guest rooms, staff, or departments through the switchboard or multi-line phone system.
• Places outgoing calls.
• Receives guest messages and deliver the same to in house guests.
• Logs all wake-up call requests and performs wake-up call services.
• Provides information about hotel services to guests.
• Understand the telephone operator board or PBX switchboard operations.
• Knows what action to take when an emergency call is required.
• Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed.
• Assists in reporting telephone equipment or service complaints and problems.
• Follows Southall telephone etiquette.
• Trains or assists with training new telephone operators in performance of job duties.
• To be fully aware of and adhere of health and safety, fire and bomb threat procedures.
• Multitasking abilities will always come in handy, because a switchboard operator may be asked to do other jobs as well.
• Must be polite and courteous while answering the phone.
• Open and close telephone functionality on the hotel front office software.
• Update guests’ information on the front office software.
• Provides a paging service for hotel guests and employees.

PREREQUISITES:

Education : High school graduate or equivalent. Must speak, read, write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visit the hotel.

Experience : Previous hotel-related experience desired. Knowledge of centralized phone operation systems. Skills in the operation of telephone equipment. Skills in dealing diplomatically with the public under stressful conditions. Knowledge of personal computers and methods of updating databases.

Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.