Job Description

Overview:

It is the responsibility of the PBX Operator to assist/process any and all guest communicated needs, with the goal of exceeding the guest expectations. This position must also exhibit a high level of professional and personalized guest service that embodies the Company’s brand standard and core values (K.E.E.P. – Kindness, Engagement, Empathy and Positivity).

Responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES :  

• Answer inbound calls and process/dispatch requests accordingly, (i.e.: Maintenance, Front Desk, Housekeeping, Bell Desk, Valet calls from guest and or employees, etc.)
• Responding to guest and or employee requests received in digital form, i.e. emails, text message portal, instant messages, etc.
• Conducting outbound calls to ensure guest satisfaction has been obtained for Front Desk, Housekeeping, Bell Desk, Valet guest request calls, etc.
• Monitoring all dispatch systems to ensure any pending requests are dispatched out to an active/on duty responder.
• Resolving any and all guest complaints to the best of their ability
• Assist with Front Desk functions as needed, i.e. Check In and/or Out guests, Lobby Greeting, printing of boarding passes, system tasks, etc.
• Assist with Room Reservations functions as needed, i.e. assisting with guest call volume, entering third party reservations, Reservation modifications, i.e. cancellations, date changes, creating guest key packets, assisting with reservations report processing, etc.
• Understand and convey property information – Assist guests verbally over the phone to explain a variety of goods and services offered to guests during their stay while providing location, hours, and thorough descriptions of goods and services.
• Offering a 5 Star / 5 Diamond standard of service to every caller.
• Perform other duties and responsibilities as requested.

Qualifications:

QUALIFICATIONS :

To perform this job successfully, an individual must be able to perform the duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Excellent analytical, problem solving, administrative, multi-tasking, organization and prioritization skills.
• Excellent customer service.
• Excellent interpersonal and communication skills (verbal and written), fluent English and articulate.
• Ability to work efficiently, independently and cohesively, consistently producing quality results.
• Computer literate in Microsoft Windows applications required; LMS experience preferred.
• Must be guest oriented and have excellent customer service skills. Ability to stand for extended periods of time.
• Effective written and verbal communication skills essential as majority of work time is spent interacting with hotel guests and staff.
• Must be able to speak English.
• Professional appearance and demeanor.
• Ability to work in a fast-paced environment.
• Knowledge of the local area and attractions is a plus.
• Minimum age requirement is 21.

EDUCATION and/or EXPERIENCE :

Prior experience preferred but willing to train.

 

MATHEMATICAL SKILLS:

Basic math skills.

Language Skills:

 

Must be able to speak and understand English.

 

PHYSICAL DEMANDS:

• Ability to move throughout the hotel (standing, walking, kneeling, and bending) for extended periods of time.
• Ability to sit for extended periods of time.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Ability to regularly move objects (lift, push, pull, balance, carry) up to 50 pounds.
• Constantly walking up to distances of 500 ft. during shift.
• Frequently stooping, reaching.

WORK ENVIRONMENT:

• Work performed indoors in a climate-controlled environment. There are occasional hot and cold temperature changes.
• While performing the duties of this job, the employee is regularly exposed to a smoke-filled environment.
• Work with others in close spaces.
• Moderate to high noise levels.

What we offer you:

• Multiple benefit plans to suit your needs
• Paid Time Off
• 401K
• Opportunities for advancement
• Positive and respectful work environment where diversity is valued
• Generous employee discounts on dining, retail, amusements, and hotels
• Community volunteer opportunities

Disclaimer: The above information is intended as a high-level overview of the responsibilities and qualifications for the position and does not represent the full job description which will include all responsibilities, skills, duties, requirements, and working conditions associated with the job. For more information or to see the full job description, contact the Human Resources department at the location in which you are applying. 

#GNLT

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Posted Salary Range: USD $15.50 - USD $15.50 /Hr.

Job Tags

Full time, Local area, Shift work,

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