Communications Operator

Role Summary

Join our team as a Communications Operator and become one of the authors of our story. The Communications Operator is a critical member of the guest services team, attending to outside calls, as well as calls and messages from the rooms regarding guest requests for services. 

You will use your knowledge of automated phone systems to send, receive and route calls, set up and handle voicemail and enable multi-party telephone conversations.

Core Responsibilities

• Answer telephone calls and provide a well-mannered reply to all telephone callers in a professional manner.

• Manage all incoming and outgoing calls at the front desk of the hotel.

• Provide thorough and accurate information about various hotel services, amenities and/or features that Wildflower Farms provides.

• Accept wakeup call service requests from guests and provide timely wakeup call service to in-house guests.

• Take notes and messages via the telephone and properly delivering them to the appropriate guests.

• Properly and professionally handle any guest issues and, if needed, seek help from fellow team members or managers.

• Record of all guest services needs and issues and ensure that guests receive assistance from the appropriate team member or manager.

• Stay familiar with different hotel services, experiences offered, terminologies and glossaries. provide proper information about functions of different amenities, departments or staff.

• Carefully handle all telephone equipment and maintain proper telephone handling procedures set by Wildflower Farms.

• Become familiar with, update and keep a record of all departments’ extension numbers, hotel internal telephone spreadsheets and foreign language list, department head’s telephone numbers and, if possible, their private numbers so that in times of emergency they can be reached swiftly.

• Provide security training for 911 calls. 

• Keep the working area clean and make sure all equipment is functioning properly.

• Establish and maintain good professional relationships with other departments such as Housekeeping, In-Room Dining, Engineering, Sales, Culinary.

Experience, Skills and Knowledge

• Previous experience managing a PBX system; luxury hotel experience desired.

• Ability to anticipate guests’ needs, change goals and direction quickly and to multitask. 

• Working knowledge of communications management systems. 

• Computer literate and good knowledge of Google document management. 

• Superb organizational and communication skills. 

• Reliability, diligence, dedication and attention to detail.

• Self-motivated and enthusiastic, able to lead the housekeeping team by example.

Other Requirements

• Appearance must be clean and professional with a cheerful and courteous demeanour at all times. 

• Position requires interactions with Guests and well as with members of staff and the management team.

• Able to work on a flexible schedule, including week-ends and holidays, according to departmental and operational needs.

What Else?

At Auberge, we are passionate about our mission to be the best-loved operator of one-of-a-kind luxury properties and experiences.  We are storytellers and story-makers, delivering simple pleasures and creating unforgettable memories.  Born in Napa and inspired by the most relaxing places in the world, we prize simplicity, comfort, and beauty.  Whatever role we play in Auberge, and wherever we work, we all live by the view that our core purpose is to enrich people’s lives. If you feel that our approach is aligned with your own passions and beliefs, then please talk to us about becoming part of our family.

Wildflower Farms is an Equal Opportunity Employer, M/F/D/V. Wildflower Farms provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the Wildflower Farms complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Department: Front Office
This is a non-management position
This is a full time position