Guest Service Communications Coordinator (Evening Shift)

Job Summary

The PBX Operator/Switchboard Operator serves as the first point of contact for all callers and guests seeking assistance.  The role is responsible for providing prompt, courteous and efficient handling of all incoming calls, as well as assistance for outgoing calls which transpire through the PBX system. The PBX Operator/Switchboard Operator also plays an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance.

Primary Responsibilities & Essential Functions

• Maintain knowledge of and comply with all departmental policies, service procedures, and standards
• Maintain complete knowledge of correct maintenance and use of equipment
• Maintain complete knowledge events, including but not limited to, scheduled daily activities, in-house groups, hotel extensions, all special requests, hours of operation for each outlet, features and services provided by the hotel, and all front desk operations
• Always maintain positive guest relations.
• Document and resolve guest complaints, ensuring guest satisfaction
• Provide callers with accurate information on hotel facilities and services
• Respond to all incoming telephone calls within 3 rings, using proper salutation and closing
• Route callers to appropriate department
• Monitor busy lines; check back with caller on hold to update status and offer to take a message or offer a callback
• Take, record, and relay messages accurately
• Access system to print guest messages on PBX printer and coordinate delivery with Bell Stand
• Accept, record and deliver wake-up calls
• Assist callers with credit card, calling card, collect, overseas and person to person calls
• Accept and process all guest requests including but not limited to, screening calls, do not disturb, call forwarding, and non-registered guest calls
• Utilize property management software to handle guest inquiries
• Assist with any front desk operations opening and closing tasks
• Review status of assignments and any follow-up action with on-coming Operator
• Assist in emergency situations as central communication center for hotel
• Assist as other duties are assigned

Education and Experience

• Sufficient education and literacy needed to identify and read product labels and to communicate with guests about job-related needs   
• Ability to read, write, speak, and communicate in basic English preferred   
• Previous phone customer experience preferred   
• Previous experience in a related hospitality position preferred  

Knowledge, Skills, Abilities

• Detail oriented and thorough    
• Ability to perform consistent work to the highest of standards   
• Ability to remain discreet and respect the privacy of guests   
• Ability to interact with guests in a pleasant friendly way   
• Ability to work in both a team environment and independently 
• Excellent time management skills  
• Must be a service minded individual with a positive attitude who truly enjoys helping others
• Must be quick thinking and adept at handling phone calls
• Background in the service industry heavily preferred

Physical Demands

• Walking, standing for long periods of time
• Lifting, bending, reaching as needed
• Frequent keyboarding
• Must be able to life 25lbs

Working Conditions

• Primarily indoors
• Possible exposure to extreme heat or cold depending on season
• Possible exposure to a somewhat noisy environment