A day in the life of a guest services phone operator typically includes the following duties:

Promptly answer all internal and external calls in a courteous and clear manner. Direct calls to the appropriate departments or individuals using a computer-based switchboard system. Transcribe and input guest messages and wake-up calls into the system accurately. Act as dispatcher for emergency and guest service needs via paging system and two-way radios. Respond calmly and professionally to all emergency calls, including 911, and initiate the appropriate hotel emergency procedures. Page guests and associates over the public address system when needed. Maintain timely response to all digital guest chats within 4 minutes.

Guest Service & Support:

Assist with general hotel information and respond to guest inquiries regarding local attractions, services, and amenities. Coordinate interdepartmental communication to resolve guest issues and fulfill requests efficiently. Process guest departures, airline crew check-ins, and update corresponding room statuses. Stamp and prepare key packets for airline crews, including weekend packets with relevant hotel information. Prepare breakfast, beverage, and Elite welcome vouchers for guest distribution. Monitor and balance mobile check-ins and mobile key activations.

 

Group Services & Administrative Duties:

Assemble room labels and key packets for pre-keyed groups. Block room assignments for incoming groups when needed. Assist with loyalty enrollment tracking, digital engagement metrics (chat response times), and case management. Log all guest-related incidents in the Pass-On report and alert the appropriate departments when significant issues arise. Immediately notify supervisors and/or engineering when fire panel is activated or a safety concern is reported.

 

Skills and Abilities Required:

Strong verbal communication skills and a courteous phone manner. Fluent in English. Ability to multitask and remain composed in high-pressure or emergency situations. Excellent computer skills and familiarity with hotel property management systems (PMS). Attention to detail and ability to enter accurate data in real time. Professional demeanor, grooming, and customer service orientation. Willingness to assist other team members and collaborate across departments. Must be able to sit for extended periods in a confined space.

 

Performance Standards:

Customer Service: Act as a positive ambassador of the hotel, consistently delivering courteous and efficient service to guests and colleagues alike.

Work Habits: Maintain professional work habits including punctuality, grooming, adaptability, and problem-solving.

Safety & Security: Follow all hotel safety protocols including key control, emergency response, and safe work practices.