PBX Operator

About Us

The Whitley is located in the heart of Buckhead, offering convenient access to highways and two MARTA train stations, with an awe-inspiring view of the city skyline. We focus on providing a home away from home for our guests and offer associates benefits such as free parking, discounted train passes, complimentary meals, discounted spa services, cross-training, promotional opportunities, and tuition reimbursement. We are committed to building a diverse and inclusive workplace and encourage candidates from all backgrounds, including U.S. military veterans, to apply.

Overview

Support the Front Office in providing superior guest service by fielding all guest issues and requests received by telephone, with the goal of addressing and resolving any problems efficiently and timely.

Responsibilities

• Promptly answer telephone calls, greet callers with a positive and clear voice.
• Listen to ascertain the correct extension and direct calls to the appropriate line using a moderately complex computer console.
• Transcribe complete messages, verify accuracy, and input/retrieve messages from the computer as requested.
• Read and verbally recite exact messages for guests.
• Receive wake-up call information, input cautiously into the automated wake-up system, and verbally confirm the time to the guest.
• Page guests and patrons using the public address system in a courteous and clear manner.
• Act as a dispatcher for security, guest services, and property operations associates.
• Provide timely information via paging system and two-way radios in response to emergencies and guest requests (e.g., plumbing problems, airport shuttle service).
• Answer basic inquiries (e.g., time, extension numbers, outlet hours).
• Immediately answer the emergency line, identify the nature of the problem, and respond appropriately in accordance with established procedures.
• Initiate emergency response as necessary and document pertinent details legibly.
• Remain calm and polite, especially during emergency situations or heavy hotel activity.
• Resolve complications and complaints (e.g., missed wake-up calls or messages) using previous experience and good judgment.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Requirements

• Must communicate well with guests.
• Ability to effectively deal with associates and customers, including defusing anger and collecting accurate information with patience, tact, and diplomacy.
• Ability to access and accurately input information using a moderately complex computer system, with or without reasonable accommodation.
• Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other associates, with or without reasonable accommodation.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences (e.g., supervisors, coworkers, the public).

Benefits

• Comprehensive medical, dental, and vision insurance programs.
• Vacation, sick, and holiday time off.
• Pet insurance through the ASPCA.
• Supplemental, spousal, and child life insurance.
• Short- and long-term disability plans.
• 401(k) savings plan with matching funds.
• Discounts through 'YouDecide' and hotel room discount programs.

Specific details and eligibility of these programs vary by location and employment status.