Langham Touch Operator

PRIMARY OBJECTIVE OF POSITION:

• Displays a professional demeanor while answering internal and external telephone calls through the hotel switchboard. Provide maximum levels of guest service while resolving guest concerns. Meets Langham Chicago Forbes service standards

RESPONSIBILITIES AND JOB DUTIES:

• Promptly answers the telephone calls, greet callers with a positive and clear voice. Listen to ascertain the correct extensions and usage of a moderately complex computer console, direct calls to appropriate line

• Responsible for providing assistance to the Food & Beverage department assisting with In Room Dining orders. Knowledge of In Room Dining menu, wine list and outlet operating hours

• Responsible for wake-up call information, input cautiously into the automated wake-up call system and verbally confirm time to guest

• Responsible for answering 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

• Responsible for preparing summary reports of daily activity and send to management

• Respond to guest requests by communicating their needs to appropriate departments in a prompt and courteous manner. Log and follow up on the completion of all internal/external calls

• Re-direct phone calls from the press (only) to the Manging Director or Director of Public Relations

• Remain calm and alert, especially during emergency and/or heavy hotel phone activity

• Field guest complaints, conduct through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning. Plan and implement detailed defect resolution steps by using experienced judgment and discretion

EXPERIENCE REQUIRED:

• High School graduate or equivalent preferred. College degree preferred with emphasis on Hospitality and Tourism

• 3 years of previous guest service experience required

• Foreign languages preferred

• Luxury hotel experience preferred

• Knowledge of Microsoft Works required

• Knowledge of Opera a plus

• Prior communications experience preferred