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Switchboard Operator

Company: The Colony Palm Beach Hotel
Location: Palm Beach
Posted on: November 22, 2021

Job Description:

Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting-- U.S. Presidents, European Royalty and discriminating travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.

For more information visit

The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place.

JOB OVERVIEW: Answer both internal and external phone calls and provide information about the hotel to the guests.


-Consistently offer professional, courteous and engaging service.
-Ensure that all calls are responded to within 3 rings and using correct greeting and telephone etiquette.
-Operate the switchboard by screening calls, gathering basic information from callers to understand who they need to be transferred to, or answering questions callers may have.
-Transfer callers to the correct person or assist in finding an appropriate person.
-Take messages to relay at a later time or pass on to another team member.
-Receive guest messages and deliver messages to guests.
-Responsible for setting up wake up calls when requested.
-Provide accurate and thorough information about the hotel's accommodations, packages, promotions, services, and amenities.
-Assist guests with planning and booking hotel, restaurant, package and special event reservations.
-Assist guests with Room Service orders, place orders with Food & Beverage.
-Fully comprehend and efficiently operate all relevant aspects of the hotel's switchboard.
-Maintain complete knowledge of:

-All hotel features/amenities/services and hours of operations.
-Room availability and daily house count.
-All hotel restaurant food concepts, menu price range, dress code and ambiance.
-All hotel room types, number/names, layout, appointments, amenities and locations.
-All hotel room rates, special packages and promotions.
-Scheduled daily group activities, names and location of meeting/banquet rooms.
-Local events, attractions, holiday schedules.
-Monitor, track, and handle guest comments.
-Monitor and respond to guest complaints following the instant pacification procedure and hotel's standards.
-Document and handle guest calls and requests for Bell/Valet assistance.
-Place orders and schedule amenities, gift bags, mail, ice or special request items to be delivered to guest rooms in a timely manner.
-Assist Reservations Agents as needed:

-Book and enter room reservation requests using the Property Management System.
-Provide support to guests who have already made a hotel/restaurant reservation by confirming, changing or canceling reservations.
-Assist guests with payment and credit card charges questions.
-Process payments and send confirmation to the guest.
-Update reservations ensuring an excellent and memorable guest experience.
-Ensure revenue is maximized by up-selling guest rooms/amenities.
-Assist the Sales Department with room blocks and group bookings.
-Monitor and maintain cleanliness and working condition of departmental equipment/supplies.
-Prepare work orders for equipment repairs and distribute to Engineering.
-Ensure that all pertinent information is documented in the log book daily.
-Handle emergency calls.
-Maintain knowledge of all safety and emergency procedures and is aware of accident prevention policies.
-Report accidents, injuries, and unsafe work conditions to the supervisor or manager.
-Successful completion of all required trainings/certifications.
-Develop and maintain positive working relationships with others.
-Ensure that the appropriate level of confidentiality and security for all guest and company information is achieved, aiding in creating a feeling of comfort and confidence for guests.
-Comply with quality assurance expectations and standards.
-Perform other duties as assigned by supervisor.

-Assist with the daily operations of the Front Desk, when needed.
-Assist Front Desk staff with guest room tours.
-Retrieve theater tickets, flowers and other items as requested.

Keywords: The Colony Palm Beach Hotel, Palm Beach , Switchboard Operator, Other , Palm Beach, Florida

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