Overnight Communications Operator (PBX)

JOB PURPOSE: The PBX Operator is responsible for professionally answering and directing all internal and external calls, handling guest requests, and ensuring timely communication between hotel departments. This role is essential in creating a positive first impression, maintaining efficient communication, and delivering courteous, accurate, and timely service to all guests and associates.

ESSENTIAL JOB FUNCTIONS:

• Effectively utilize the phone, push-to-talk radios, and alarm systems in the Ideal Services area.

• Maintain familiarity with all systems and equipment related to Ideal Services.

• Be familiar with parking procedures.

• When required, accurately take In-Room Dining orders and enter them into the MICROS POS system.

• Handle guest scenarios and follow up on all guest requests and concerns, adhering to the service recovery process.

• Be thoroughly knowledgeable of all Ideal Services/PBX Moments of Service scenarios and execute them according to standard.

• Protect confidential guest information and guest room key access in accordance with Front Office SOPs.

• Be generally familiar with check-in and check-out procedures and verbiage.

• Be familiar with all hotel rate plans, rate codes, and reservation procedures.

• Maintain a strong knowledge of all hotel amenities.

• Be well informed about all hotel facilities and hours of operation.

• Be familiar with the prices of all hotel amenities and items offered.

• Understand the inter-relationship between different departments (Front Desk, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering, and Purchasing).

• Be familiar with local attractions and businesses.

• Pass on appropriate messages to the correct person in a timely and professional manner.

• Be knowledgeable about all reservation special packages.

• Prepare materials for arrivals the next day.

• Answer the phone and push-to-talk radio with a smile in your voice, greeting both internal and external guests warmly while meeting all reasonable requests.

• Direct phone calls to the appropriate personnel.

• Maintain communication with associates from other departments to ensure timely and accurate delivery of guest requests.

• Perform other duties and special projects as assigned by the management team.

• Personally address general guest questions and concerns that do not require management attention before transferring calls to others.

• Respond effectively to emergency situations and system alarms, maintaining a calm composure, contacting appropriate management, and following established procedures.

• Enter alerts accurately and promptly into Opera and Synergy, and follow up with affected departments to ensure timely resolution.

• Track and personally deliver wake-up calls in a professional and courteous manner.

• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete all required safety training and certifications.

• Adhere to all company policies and procedures; maintain a clean uniform and professional appearance; maintain confidentiality of proprietary information; and protect company assets.

QUALIFICATIONS:

• Prior customer service experience required.

• Strong communication, computer, and organizational skills.

• Excellent customer service and problem-solving abilities.

• Maintain a professional business appearance, attitude, and performance.

• Must be able to work a variety of shifts, including weekends and holidays.

• Ability to move, bend, lift, carry, push, pull, and place objects weighing up to 50 pounds without assistance.

• Ability to stand, walk, or sit for extended periods or for an entire work shift.

• Perform repetitive motions, including use of telephone and computer, for extended periods or for an entire shift.

ENVIRONMENT & POSITION ANALYSIS:

• Stand, walk or sit for an extended period or for an entire work shift.

• Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.

TOOLS & EQUIPMENT:

• Desktop computer (Opera, Alice, SALTO, Synergy, Windows, Microsoft Office), printer, telephone, copier, fax machine