PBX ATTENDANT (Phone Operator)

JOB SUMMARY

Operate telephone switchboard station in order to answer telephone calls. Process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls. Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. Assist guests with accessing the internet. 

JOB SPECIFIC TASKS

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. 
• Thank guests with genuine appreciation and provide a fond farewell. 
• Address guests' service needs in a professional, positive, and timely manner. 
• Operate telephone switchboard station in order to answer telephone calls. 
• Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. 
• Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless). 
• Transfer guests with internet access issues to the internet service provider's customer support line. 
• Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message. 
• Activate and deactivate guest room message lights as appropriate. 
• Test beepers and radios to ensure communications equipment works properly. 
• Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls. 
• Log all guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation of guest problems and solution. 
• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. 
• Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).
• Answer, record, and process all guest calls, requests, questions, or concerns. 
• Receive, record, and relay messages accurately, completely, and legibly. 
• Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. 
• Follow up with guests to ensure their requests or problems have been met to their satisfaction. 
• Accept and record wake-up call requests and deliver to appropriate department. 
• Deliver wake-up calls for guests at requested time.
• Follow up with guest regarding satisfaction with guest-related issues.
• Respond to special requests from guests/residents with unique needs.
• Notify Security of any guest reports of theft.

Our Mission

We provide genuine hospitality by inspiring strong relationships with our guests, associates, and partners to make a difference in our community.

Our Vision

To be the leading choice in Miami by welcoming guests from all over the world, offering fun, innovative, and unique hotel experiences while developing our communities.

Our Core Values

We Inspire People

We Embrace Innovation

We Pursue Accountability

SOCIAL MEDIA SITES

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JW Marriott Miami

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MDM Hotel Group participates in the Electronic Employment Eligibility Verification Program.

MDM Hotel Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. MDM Hotel Group does not discriminate based on disability, veteran status, or any other basis protected under federal, state, or local laws.