Overview:
The PBX Operator is responsible for ensuring efficient communication within, to and from the hotel while maintaining attentive, courteous and efficient customer service.
Responsibilities:
* Promptly answers telephone calls in a positive and clear voice with standard greeting.
* Is familiar with the operation and function of PBX counsel.
* Listens to ascertain the correct extension and accurately transfers the call.
* Records accurate messages and recalls for guests as requested by reading and verbally reciting messages to the guests.
* Receives wake up call information, inputs cautiously into the automated wake-up system and verbally confirms time to guest.
* Is familiar with the operation of the resort two way radio communication system.
* Acts as a dispatcher for security, guest services and property operations employees.
* Provides timely information via paging system and two way radios to employees in response to emergencies and guest requests such as plumbing problems, shuttle service, etc.
* Briefly answers basic inquiries e.g. time, extension numbers, outlet hours, etc.
* Operates facsimile to send, receive. Operates photo copier.
* Shops competition for rates and availability.
* Remains calm and polite especially during emergency situations and / or heavy resort activity.
* Knowledgeable of resort emergency procedures and part played in them.
* Completes guest callback and ensures that all quests questions are answered correctly and ensures that concerns are followed up and have been resolved.
* Assists front desk associates as needed.
* Performs other duties as requested by supervisor.
* Maintains clean and safe work environment.
* Clocks out at end of shift and departs property until next scheduled shift.
Qualifications:
* High School diploma or equivalent and/or experience in a hotel or related field preferred.
* Available to work all days of the week.
* Flexible long days and hours sometimes required.
* Sedentary work - Exerting up to 10 pounds of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
* Maintain a warm and friendly demeanor at all times.
* Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
* Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
* Must be able to multitask and prioritize departmental functions to meet deadlines.
* Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
* Attend all hotel required meetings and trainings.
* Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
* Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
* Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
* Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
* Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
* Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
* Must be able to cross-train in other hotel related areas.
* Must be able to maintain confidentiality of information.
* Must be able to show initiative, including anticipating guest or operational needs.
* Perform other duties as requested by management.
Share this job:
Share this Job
