PBX OPERATOR

Job Summary

The PBX Operator is responsible for records and follows up with makeup calls. Corrects and updates posted information as needed in the system. Assists with the maintenance of directories on-call list and dispatch maintenance and housekeeping staff to guest rooms as needed. Accurately utilizes the features of the PBX consoles, headsets, telephones and other related equipment. Assists with maintaining cleanliness, safety and security of the PBX area. Maintains confidentiality, security and integrity of the guest’s information and organizational data. Provides information to callers as appropriate.

Job Specifications

Qualifications

• Must have completed High School or GED Diploma
• Experience in Hospitality
• At least 1 year switchboard/PBX experience.
• Minimum of one year experience at Front Desk/guest services, as well as a general knowledge of Front desk and Reservations system and procedures
• While performing the duties of this job, the associate is regularly required to sit for long periods of time, stand; walk; full dexterity in use hands to touch, handle, or feel; reach with hands and arms; talk or hear
• The employee must occasionally lift and/or move up to 50 pounds

Job Duties

Job Specific

• Handle all incoming calls in a timely manner by screening, transferring, and answering appropriately and efficiently.
• Takes accurate and appropriate messages.
• Stays informed of current in house groups and property events.
• Assists the department with various clerical duties as needed.
• Directs callers to appropriate destination providing a smooth, clear and professionally courteous communication practice.
• Take guest request and pass on to the appropriate party as well as follow up with the request.
• Ensures private information is consistent with all privacy policies.
• Orients and mentors new staff members.
• Obtains necessary information to direct and transfer calls to correct extensions.
• Answer incoming calls within 3 rings.
• Refer to guest by name 3 times during the conversation.
• Displays excellent telephone etiquette.
• Answer inquires pertaining to Hotel services and amenities.
• Coordinates and monitors requests with all departments using "Hotel Expert".
• Assists Food & Beverage with guest's room service orders.
• Responds quickly and accurately to disaster and emergency situation as required, remaining calm

General

Promotes and applies teamwork skills at all times

Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance

Is polite, friendly, and helpful to guests, management and fellow Team Members

Executes emergency procedures in accordance with hotel standards

Complies with required safety regulations and procedures

Attends appropriate hotel meetings and training sessions

Maintains cleanliness and excellent condition of equipment and work area

Complies with hotel standards, policies and rules

Recycles whenever possible

Remains current with hotel information and changes

Complies with hotel uniform and grooming standards