Phone Operator / Front Desk Agent

AYS Operator (At Your Service Operator) / Guest Service Agent

The AYS Operator is the central point of contact for guest requests, handling all incoming calls with professionalism and care. They coordinate with departments such as housekeeping, engineering, and front desk to ensure guest needs are met quickly and efficiently. This role requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment while delivering exceptional service that reflects the hotel's hospitality standards.

Key Responsibilities

• Answer and route all internal and external calls promptly and professionally.
• Respond to guest requests via phone, chat, or internal systems (e.g., wake-up calls, housekeeping, engineering, amenities).
• Enter and track service requests in the hotel's system, ensuring timely follow-up and completion.
• Maintain a thorough knowledge of hotel services, hours of operation, and local information to assist guests.
• Communicate effectively with departments (Housekeeping, Engineering, Front Desk, F&B, Security, etc.) to coordinate guest needs.
• Handle emergency calls (fire alarms, medical emergencies, security concerns) by following established protocols.
• Monitor and maintain accuracy of service orders and logs to ensure guest satisfaction and proper recordkeeping.
• Uphold brand service standards, ensuring that every interaction reflects care, courtesy, and professionalism.

Qualifications and Skills

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.