Telephones - Operator

Job Title: Operator Job Department: Telephones

Job Pay Rate: $17.00 / hour

Job Summary: As a Telephones Operator, you will be acting as the primary voice of the Broadmoor, delivering flawless communication with luxury service standards, and discreet assistance to high-end guests. Handle prompt and efficient all incoming, outgoing, and internal calls, acts as the central hub for guest requests, provides information, emergency coordination, and inter-departmental communication. Learn more about The Broadmoor here.

Essential Duties and Responsibilities include following. Other duties may be assigned:

Answer all calls promptly and professionally using refined telephone etiquette and clear voice modulation. Connect callers accurately to guest rooms, management, or departments (e.g., housekeeping, concierge, spa, dining). Log, process, and track all guest inquiries and maintenance or service requests using the Broadmoor service optimization management software. Obtains complete and accurate information when handling all guest requests. Utilizes, and monitors, a real-time text messaging software to communicate with guests and employees. Dispatches on-property shuttles. Redeems gift cards for various outlets on property. Schedule and execute automated or manual wake-up call services with precision. Handle emergencies and crisis call calmly and efficiently by alerting security, management, or external emergency services. Also monitors 911 alert system. Maintain deep knowledge of resort amenities, daily events, hours of operation, and local attractions to brief guests accurately. Attends and participates in on-going training as required. Ensure complete compliance with The Broadmoor guidelines, operational procedures, safety policies, and institutional standards for excellence (Forbes Travel Guide and AAA Five-Diamond). Maintain a willingness to learn about The Broadmoor's history, estate grounds, wilderness properties, culinary offerings, and retail outlets. Execute additional duties and responsibilities as required.

Performs other duties as assigned. - This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that additional or different tasks be performed when circumstances change.

What we are looking for:

Minimum of a high school diploma or General Education Degree (GED) equivalent. Previous experience in hospitality, customer service, or switchboard is highly preferred; however, an equivalent combination of relevant education and professional background will be considered. Sophisticated verbal communication skills, an exceptionally polite tone, active listening, and flawless grammar. Additional languages are a major asset. Proficiency with PBX switchboard system, headsets, and hotel software. Ability to utilize Microsoft Office tools for documentation and email communication. High discretion for confidential guest data, grace under pressure, empathy, and polished personal presentation. A highly motivated team player who connects easily with colleagues and drives results through positive energy and seamless collaboration. Excellent communication skills, negotiation, conflict resolution and ability to work in fast-paced environment. Ability to lift, pull, or push up to 50 lbs. with assistance and proper safety practices. Flexible schedule, including weekends and holidays, as required by the calendar of events.