The Communication Center operator serves a critical role as the first contact with our operation. While conveying a professional and knowledgeable demeanor, you will also provide accurate information within a short time frame and coordinate both internal and external telephone communications, directing the call as required by caller and providing service as opportunities are presented. You will report directly to the Guest Services Managers. You will also encounter a close working relationship with many departments (i.e. Housekeeping, Engineering, Reservations, Valet, and Sales and Marketing), as well as extensive guest interaction. You will provide key support internally to all staff. 

Scheduling Requirement

Schedule will vary based on business needs; the operation is 24 hours a day, 7 days a week.

Key Responsibilities

• Provide phone support for incoming inquiries for hotel accommodation and other Seaport services.
• Maintain a thorough knowledge of facilities and services.
• Manage guest communications over the phone, via email and our text messaging service, Zingle.  
• Provide wake-up call service.
• Facilitate all rapid response calls and enter requests into HotSOS.
• Provide support to Reservations – taking reservations calls off hours, sending out credit card authorization forms via Sertifi and working with incoming reservations from our various channels via Travelclick
• Facilitate delivery of incoming guest faxes.
• This position will utilize our property management system, Opera, extensively.
• Responsible for practicing, managing, and promoting our Mission and Values so that it becomes an intricate part of the everyday operation.
• Completes any duties or projects assigned by the Department Head.

Required Job Knowledge and Skills

• Previous phone experience beneficial.
• Effective verbal and written communication skills.
• Exceptional customer service skills.
• Additional languages preferred.
• Strong computer skills.
• Understanding of hotel/hospitality industry a plus.
• Strong problem solving and guest resolution skills.

Qualifications

• High School Diploma required.
• 1 plus year of customer service experience required