PBX Operator

SUMMARY: Welcomes hotel guests with a smile over the phone, an emphasis on fulfilling guest requests, following instructions and Hotel Standards and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES – (Other duties may be included)

• Displays a friendly, courteous and professional manner in all dealings with guests, patrons and other employees.
• Handles a multitude of keys.
• Handles multi telephone lines.
• Handles guest accounts by posting, checking reservations out, extending credit limit over the telephone.
• Works closely with the Concierge to coordinate the efficient handling of follow up on guest requests and amenities.
• Works closely with the bell staff to coordinate the efficient handling of guest luggage and following up on guest requests.
• The ability to handle guest concerns or complaints over the phone and follow up with the guest to ensure they have been addressed.
• Keeps all support departments informed of necessary information or requests.
• Handles the distribution of mail to the correct destination.
• Assists the front desk in folding key packets and comment cards.
• Completes personalized wake up calls for guests.
• Logs wake up calls, notes, letters, mail, packages and guest requests.
• Assists with handling hotel emergency procedures and situations with maturity and professionalism.
• Performs tasks and projects as delegated by their Management, Sales or Catering Managers (assisting with arrival groups)
• Put in any guest orders into Hotsos and follow up on the orders to ensure they were delivered/handled by the proper department

QUALIFICATIONS REQUIREMENTS:

Must have extensive knowledge of the hotel, its services and facilities. Must possess basic computer skills, and strong communication skills. Should be detailed and highly organized. Must have flexible availability. Candidates must be willing to work Mornings or Evenings including weekends and holidays. Must possess Excellent customer service skills

EDUCATION AND/ OR EXPERIENCE:

• High school degree
• 4 years degree in hospitality preferred
• Previous work experience in hotel for at least 1 years or 6-month similar experience in a Luxury property
   

LANGUAGE SKILLS:

Must be able to speak, read and write English. Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Multi-language preferred

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is frequently required to sit, talk and hear; use hands, finger, handle, or feel objects, tools, or controls. The employee is occasionally required to reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 15 pounds.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Noise level in the work environment is usually moderate.