Communications Operator | PBX Agent

JOB PURPOSE: The PBX Operator is responsible for professionally answering and directing

all internal andexternal calls, handling guest requests, and ensuring timely communication

between hotel departments. Thisrole is essential in creating a positive first impression,

maintaining efficient communication, and deliveringcourteous, accurate, and timely service to all

guests and associates.

ESSENTIAL JOB FUNCTIONS:

• Effectively utilize the phone, push-to-talk radios, and alarm systems in the Ideal Services area.
• Maintain familiarity with all systems and equipment related to Ideal Services.
• Be familiar with parking procedures.
• When required, accurately take In-Room Dining orders and enter them into the MICROS POS system.
• Handle guest scenarios and follow up on all guest requests and concerns, adhering to the service recovery process.

• Be thoroughly knowledgeable of all Ideal Services/PBX Moments of Service scenarios and execute them according to standard.
• Protect confidential guest information and guest room key access in accordance with Front Office SOPs.
• Be generally familiar with check-in and check-out procedures and verbiage.
• Be familiar with all hotel rate plans, rate codes, and reservation procedures.
• Maintain strong knowledge of all hotel amenities.
• Be well-informed about all hotel facilities and hours of operation.
• Be familiar with the prices of all hotel amenities and items offered.
• Understand the inter-relationship between different departments (Front Desk, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering, and Purchasing).
• Be familiar with local attractions and businesses.
• Pass on appropriate messages to the correct person in a timely and professional manner.
• Be knowledgeable about all reservation special packages.
• Answer the phone and push-to-talk radio with a smile in your voice, greeting both internal and external guests warmly while meeting all reasonable requests.
• Direct phone calls to the appropriate personnel.
• Maintain communication with associates from other departments to ensure timely and accurate delivery of guest requests.
• Perform other duties and special projects as assigned by the management team.
• Personally address general guest questions and concerns that do not require management attention before transferring calls to others.
• Respond effectively to emergency situations and system alarms, maintaining a calm composure, contacting appropriate management, and following established procedures.
• Enter alerts accurately and promptly into Opera and Synergy, and follow up with affected departments to ensure timely resolution.
• Track and personally deliver wake-up calls in a professional and courteous manner.
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete all required safety training and certifications.
• Adhere to all company policies and procedures; maintain a clean uniform and professional appearance; maintain confidentiality of proprietary information; and protect company assets.

QUALIFICATIONS:

• Prior customer service experience required.
• Strong communication, computer, and organizational skills.
• Excellent customer service and problem-solving abilities.

• Maintain a professional business appearance, attitude, and performance.
• Must be able to work a variety of shifts, including weekends and holidays.
• Ability to move, bend, lift, carry, push, pull, and place objects weighing up to 50 pounds without assistance.
• Ability to stand, walk, or sit for extended periods or for an entire work shift.
• Perform repetitive motions, including use of telephone and computer, for extended periods or for an entire shift.

ENVIRONMENT & POSITION ANALYSIS:

• Stand, walk or sit for an extended period or for an entire work shift. 
• Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift. 

TOOLS & EQUIPMENT:

• Desktop computer (Opera, Alice, SALTO, Synergy, Windows, Microsoft Office), printer, telephone, copier, fax machine