Job Description

Summary

Come be part of our Rooms team as the Phone Operator at the Hyatt Regency DFW , located directly across from Terminal C at DFW Airport. Our hotel features 811 guestrooms and 92,000 square feet of meeting space - offering a dynamic, fast‑paced environment where you can directly impact the guest experience.

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This highly visible role offers opportunities for meaningful interactions that shape the guest experience from the very first connection.

As a Phone Operator , you will be responsible for ensuring the smooth and efficient operation of all telephone communications within the hotel. You will provide prompt, organized, and courteous service to both guests and colleagues while managing a variety of guest needs.

Your responsibilities include:

Core Communication & Coordination

• Answering and routing all internal and external calls with professionalism, accuracy, and a warm Hyatt welcome.
• Directing guests to shuttle pick‑up locations and informing them of transportation schedules.
• Receiving, documenting, and dispatching guest service requests to the appropriate departments in a timely manner.
• Coordinating with Airport and hotel leadership to dispatch emergency services when needed.

Guest Recovery & Experience Enhancement

• Serving as a primary contact for guests with concerns, complaints, or service issues, ensuring quick, empathetic, and effective resolution.
• Following guest‑recovery protocols to address service failures and restore guest confidence.
• Proactively identifying opportunities to enhance guest satisfaction and create memorable experiences.
• Utilizing available resources—including service recovery tools—to exceed guest expectations.
• Communicating patterns or recurring issues to leadership to support continuous improvement in guest service.

Team Collaboration

• Supporting Front Office and Rooms Operations partners by providing clear, timely communication.
• Maintaining accurate logs, tracking guest issues, and ensuring follow-up is completed.
• Upholding Hyatt brand standards at every interaction to contribute to a positive overall guest experience.

Let’s Talk About Your Schedule

We are seeking a Full‑Time Phone Operator with flexible availability.
Shifts range from 7am to 11pm , and weekend availability is required .

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