Guest Experience Specialist/PBX Operator
Our Guest Experience Specialist (GES) previously and popularly known as PBX Operator is a key contact for our guests and has the opportunity to provide the most pure hospitality by connecting the guest with solutions to their needs throughout their stay. The GES will have a considerable amount of guest contact albeit over the phone instead of face to face. The GES will wear many “hats” in their duties. As they speak with the guest the GES will provide concierge type service on places to dine, and events in the hotel. The GES may provide maintenance information on how to work a room thermostat all the way to emergency contact information. The GES will of course provide a variety of hotel information to incoming inquiring calls. A priority duty of the GES is to protect the confidentiality of our hotel guests.
Some duties and responsibilities of the Guest Experience Specialist include:
Have fun at work and make our guests feel welcome and happy with the service. Be a living “Google” of Hotel services, functions, events, and local services so that the information can be given to the guest without the guest having to make additional calls for information and/or assistance. Process calls from guests and clients in house as well as from outside lines in an expedient, professional and courteous fashion. Provide and protect the confidentiality of our guests at all times, and use professional discretion when divulging information and activities to callers. Handle guest complaints to the best degree possible, and involve management in the handling of guest complaints as necessary.
Some desired qualifications of the Guest Experience Specialist position include:
People who like helping people and being friendly no matter the work situation. Multi-tasking skills. Good verbal communicator.
Some minimum qualifications for the Guest Experience Speacialist position include:
Meet the physical requirements of the position, i.e., long periods of sitting, manual dexterity to operate a PBX console, computer keyboard and mouse, and visual capacity to read a computer screen. English comprehension skills to speak, read and write English.
The Magnolia Offerings
The Magnolia Hotel Denver offers a complimentary RTD Eco-Pass, full health insurance plan, uniform cleaning service, complimentary shift meal, paid holidays/vacation and 401k plan. This is a full-time position.