Phone Operator

Sheraton Imperial Hotel & Convention Center
Durham, NC

Description

As a Phone Operator at Concord Hospitality, you will be the voice of the hotel, providing courteous and professional service to guests while supporting front office operations. Your role ensures smooth communication, accurate information, and exceptional guest experiences.

Responsibilities:

• Maintain complete knowledge of hotel amenities, layout, local attractions, and transportation options.

• Provide accurate directions and information regarding the immediate and metro area.

• Read logbooks and memos daily; stay updated on in-house groups and functions.

• Follow security procedures regarding room keys and related systems.

• Assist with reservations, pre-registration, and blocking of rooms when necessary.

• Handle guest check-ins and check-outs courteously and professionally.

• Promote guest-related programs such as Marriott Rewards and comment cards.

• Maintain neatness and order in the work area; balance cashiering transactions consistently.

• Handle multiple tasks during peak times and use slow periods efficiently (stocking, cleaning, etc.).

• Record and resolve guest complaints in the Guest Response Program with timely follow-up.

• Take and process room service orders accurately; use sales dialogue to promote menu items.

• Operate the Room Service POS system and understand payment procedures.

• Prepare and manage wake-up call requests; ensure accuracy and proper handling.

• Handle mail, messages, and TTY/TDD calls per outlined procedures.

• Attend scheduled department meetings and complete Service Excellence training.

Qualifications:

• Prior hospitality or front office experience preferred.

• Strong communication and customer service skills.

• Ability to multitask and remain calm during high-volume periods.

• Knowledge of hotel reservations, credit policies, and emergency procedures.

• Familiarity with culinary terminology and beverage service standards a plus.

• Flexible schedule availability, including nights, weekends, and holidays.

Benefits (Full-Time Associates Only):

• Competitive wages

• Medical, dental, and vision insurance

• Life insurance and short/long-term disability options

• 401(k) program with company match

• Tuition assistance

• Discounted room rates at Concord-managed hotels

• Training, development, and career advancement opportunities

Why Join Concord?

Concord Hospitality invests in its associates by providing training and development at all levels, from interns to executive leaders. Our “Associate First” culture supports and inspires personal development both within the workplace and beyond.

We value work-life balance, diversity, and a commitment to providing the best customer service and quality accommodations in every market we serve. Built on five cornerstones—Quality, Integrity, Community, Profitability, and FUN!—our associates proudly cheer:

“We Are Concord!”

We support diversity and inclusion through our mission to be a Great Place to Work for All.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.