What are the responsibilities and job description for the PBX Agent position at Keswick Hall and Club?
Overview
History and spectacular landscapes come together, at the foot of the Blue Ridge Mountains. Celebrated landmarks, including Thomas Jefferson's Monticello and the University of Virginia, are clustered here among swathes of the East Coast's most beautiful scenery. The region is also home to over 25 wineries, breweries and cideries.
This is the setting for Keswick Hall, an impressive 80-room luxury boutique hotel nestled on 600 acres which recently re-opened in 2021 after renovations. Home to the prestigious Keswick Golf Club, Marigold Restaurant, by Jean-Georges, a new luxury spa and sports and aquatics center.
The PBX Agent is responsible for answering incoming calls and directing calls to guest rooms through the telephone console or to hotel personnel or departments as well as taking and distributing messages for guests, providing information on guest services, and answering inquiries about public hotel events.
Keswick offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others.
In addition, we offer a robust benefits package including health, dental, vision, life and disability; a competitive PTO offering, as well as 401(k).
Duties include but are not limited to:
- Answers incoming calls.
- Directs call to guest rooms, staff, or departments through the switchboard or PBX system.
- Places outgoing calls.
- Receives guest messages and deliver the same to the guest.
- Logs all wake-up call requests and performs wake-up call services.
- Provides information about hotel services to guests.
- Understand the telephone operator board or PBX switchboard operations.
- Knows what action to take when an emergency call is required.
- Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed.
- Assists in reporting telephone equipment or service complaints and problems.
- Trains or assists with training new telephone operators in performance of job duties.
- Open and close telephone functionality on the hotel front office software.
- Setup conference calls in different locations and time zones.
- Update directory information on the front office software.
- Provide relay service for hearing-impaired guests.
- Reports any unusual occurrences or requests to the manager or assistant manager.
- Knows all safety and emergency procedures.
- Perform other duties as assigned.
Education/ Experience & Qualifications:
- Minimum of a High School Diploma (or equivalent) and 0-2 years of experience. However, a combination of experience and/or education will be taken into consideration.
- Previous hotel-related experience desired.
- Must be able to speak and understand the primary language used by the guests who visits the hotel.
- Must have availability to work multiple shifts.
- Possesses a working knowledge of the reservations department.
- Knowledge of centralized telephone systems.
- Knowledge of personal computers and methods of updating databases.
- Excellent communication skills-oral and written.
- Excellent Guest service skills.
- Must be friendly, flexible, dependable and able to multi-task.
- Microsoft office computer skills.
- Must be sales minded.
- Skills in the operation of telephone equipment.
- Skills in dealing diplomatically with the public under stressful conditions.
At this time, Keswick will not sponsor a new applicant for employment authorization for this position.