PBX Operator | Full-Time

Overview

This team member will direct phone calls to appropriate personnel and assist all guests and associates in a courteous and professional manner. We are looking for motivated and energetic individuals who love contributing to a winning team. If you have operator / phone agent experience in a hotel environment and a passion for serving others, we would love to speak with you about this role.

Responsibilities

• Effectively utilize the phone, push to talk radios and alarm systems in the Ideal Services area.
• Familiarize with all systems and equipment as related to Ideal Services (Opera, Alice, Micros POS, Synergy, SALTO, Two-Way Radio Dispatch, ISD Firepanel).
• Take In- Room Dining orders and enter order into MICRO’s POS system.
• Familiarize with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
• Be thoroughly knowledgeable of all Ideal Services/PBX Moments of Service scenarios and be able to execute according to standard.
• Appropriately protect confidential guest information and guest room key access according to front office SOP’s.
• Maintain 4-Star / 4-Diamond Standards of guest service.
• Be generally familiar with all hotel rate plans, rate codes and reservation procedures.
• Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Laundry Services, and Omni Kids Program).
• Be familiar with all hotel facilities (to include F&B outlets, Fitness Center, Meeting Spaces, and Amenities).
• Be familiar with the inter-relationship between the different departments.
• Be familiar with local attractions and businesses.
• Be familiar with all reservation special packages.
• Answer the phone and push to talk radio with a smile in your voice, greeting both internal and external guests with a warm welcome and meeting all reasonable requests.
• Direct phone calls to appropriate personnel.
• Perform other duties & special projects as assigned by the management team.
• Personally, answer all general guest questions and address all guest concerns which do not require management attention before transferring calls to others.
• Effectively respond to emergency situations and system alarms, maintain a calm composure, contacting appropriate management and following expected procedures.
• Enter alerts accurately and timely into Opera and Synergy.
• Engage in proper follow up with affected department to ensure alerts and issues are handled accordingly.
• Receive packages and faxes, record these items in the GoConcierge system and alert guests of received packages/faxes and other deliveries in a timely manner.
• Track and personally deliver wake up calls; deliver wake up calls as scheduled in a professional warm tone.

Qualifications

• Ability to clearly and professionally communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone.
• Ability to accurately and efficiently input information into computer systems.
• Ability to work cohesively with co-workers both within and outside of your department.
• Ability to multitask, prioritize, organize and follow up.
• Previous customer service experience and cashiering is preferred.
• Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.