PBX Operator

POSITION PURPOSE:

Answer internal and external telephone calls in a friendly and courteous manner, direct calls through the hotel switchboard.  Input wake up calls and messages into the system, retrieve messages as requested.  Actively coordinate communications within the hotel including emergency procedures, alarms, life safety, natural disaster, and shuttle van services, acting as a liaison to all appropriate local emergency Services.

EXAMPLES OF DUTIES:

    Essential Functions:

• Promptly answer telephone calls speaking English, greet callers with a positive and clear voice.  Listen to ascertain the correct extension. Reading and using a moderately complex computer console, direct calls to appropriate line.  Requires sitting in a confined space for long periods of time to continuously perform essential functions.
• Transcribe complete messages and repeat information to verify accuracy.  Input and retrieve messages from the computer as requested.  
• Read and verbally recite exact messages for guests.
• Receive wake-up call information, input cautiously into the automated wake-up system and verbally confirm time to guests.
• Page guests and patrons using the public address system in a courteous and understandable manner.
• Act as dispatcher for security, guest services, and property operations employees.  Provide timely information via paging system and two way radios to employees in respond to emergencies and guest requests such as plumbing problems, airport shuttle services, etc.
• Briefly answer basic inquiries, e.g., time, extension numbers, outlet hours, etc.
• Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with establish procedures.  
• Initiate emergency response as necessary and legibly document pertinent details.
• Remain calm and polite especially during emergency situations and/or heavy hotel activity.
• Resolve complications and complaints such as messed wake up calls or missed messages using previous experience and good judgement.
• Millennium call back program.

OTHER:

Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance coming to his/ her attention so corrective action could be taken when appropriate.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status

SUPPORTIVE FUNCTIONS:

• In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.
• Operate facsimile machine to send, receive and log transmissions.  
• Notify guests using the message function of the computer of the incoming faxes.
• Maintain an alert, attentive calm and reassuring tone of voice.
• Be responsive to guest' requests by communicating their needs to appropriate departments in a prompt and courteous manner.
• Other duties and special projects as assigned by the supervisor such as room reservations processing, select GSA functions, development and analysis of PBX reports with regard to call volume, service levels and others.

 SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

• The individual must possess the following job knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.
• Considerable ability to listen effectively and speak English clearly on the telephone in a polite and understandable manner.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to read English Language to fully comprehend and communicate clearly all guests messages.
• Ability to sit and continuously perform essential job functions in confined spaces in a close proximity to other employees.

QUALIFICATION STANDARDS

    Working Environment / Physical Activities:

• Inside with protection from weather but not necessarily changes in temperature.
• Working area may be confined space with frequent interruptions.  High levels of background noise from office machines, telephones, voices is likely.  Work environment is fast paced with high levels of foot traffic.
• Requires sitting for long periods of time little latitude for movement.
• Requires the ability to speak clearly and with good diction.
• Requires the ability to receive and process oral data rapidly and accurately.
• Lifting of 20 pounds with carrying of objects such as dockets, ledgers weighing up to 10 pounds.
• Walking in only required occasionally.  No significant amount of standing is required.
• Physical activities include sitting, bending, reaching, fingering, feeling, handling, grasping, lifting, carrying, touching, feeling, seeing, hearing, and talking.
• Regular attendance in conformance with the standards, which may be established by Millennium from time to time, is essential to the successful performance of this position. 
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

Education:

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.  High school diploma preferred.

Experience:

No prior experience required.  Prior hospitality and/or communications experience preferred. 

Licenses or certificates:

No special licenses are required.  
 

Grooming:

All employees must maintain a neat, clean and well-groomed appearance as outlined in the Millennium Bostonian Hotel Employee Handbook.

Other:

Other language skills preferred.
 

Salary : $25