PBX Operator
About the Role
Provides prompt, courteous, and efficient handling of all incoming calls and assistance for outgoing calls through the PBX system. Plays an integral part in assisting with emergencies (fire, medical, power/system failure) by contacting designated personnel for immediate assistance.
Responsibilities
- Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
- Maintain correct maintenance and use of equipment; use equipment only as intended.
- Anticipate guests’ needs, respond promptly, and acknowledge all guests and residents, regardless of time or workload.
- Maintain positive guest and resident relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
- Set up work station with necessary supplies and resource materials.
- Secure headset to console, log onto the system, and access all functions.
- Accommodate all telephone, beeper, and page requests in a congenial manner within 1 minute of request.
- Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.
- Route callers to requested guest or resort personnel/department.
- Place calls on "hold" for no longer than 15 seconds after permission is granted by the caller.
- Monitor busy lines; check back with callers on hold to update status and offer to take a message.
- Monitor unanswered lines; return to caller after 3 rings to update status and offer to take a message.
- Take, record, and relay messages accurately, completely, and legibly. Activate/deactivate guest room message lights accordingly; distribute resort personnel/department messages to designated locations.
- Activate voice mail system for each arriving guest upon check-in. Offer callers detailed information on the voice mail system.
- Access the system to print guest messages on the PBX printer and contact Bell Stand for delivery.
- Accept, record, and deliver wake-up calls.
- Provide callers with accurate information on resort facilities and services.
Requirements
- High School Diploma or equivalent.
- One to two years of related experience or equivalent.
- Excellent customer service skills.
- Excellent verbal and written communication skills.
- Proficient in Opera PMS and Microsoft Office.
- Commitment to excellence and high standards.
- Strong organizational skills; able to manage priorities and workflow.
- Ability to work independently and as a member of various teams and committees.
- Ability to understand and follow written and verbal instructions.
- Professional appearance and demeanor.
- Ability to effectively communicate with people at all levels and from various backgrounds.
- Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
- Bilingual skills a plus.
- Acute attention to detail.
- Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
About the Workplace
Mondrian South Beach is located on West Avenue, minutes from the center of South Beach, Downtown Miami, Wynwood Arts District, Lincoln Road, and Ocean Drive. Set on the waterfront of Biscayne Bay, the hotel is designed after revolutionary Dutch designer Marcel Wanders, featuring a whimsical, visionary style inspired by the "Sleeping Beauty’s Castle." The property offers spectacular views of the Bay through floor-to-ceiling windows and features a signature "floating staircase."
Benefits
- Competitive pay.
- Comprehensive healthcare insurance.
- Paid-time off.
- Company-paid holidays.
- 401k retirement plan.