Job Description
The PBX telephone operator is responsible for: handling incoming and outgoing phone calls; responding to guest requests; learn and disseminate basic hotel information; be knowledgeable of procedures and techniques necessary for the smooth operation of the department. PBX Operators are required to: display a guest orientation; possess a working knowledge of computers; and display an excellent phone manner.

Qualifications

To perform the job successfully, an individual must be able to adhere to each of the essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill and ability necessary to do so. Reasonable accommodations may be made to ensure individuals with disabilities are able to perform the essential functions.

Essential Duties and Responsibilities

• Knowledgeable in OnQ PMS is a plus.
• Answer and transfer calls in accordance with hotel standards.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.
• Resolve issues in a timely, friendly and efficient manner.
• Ensure that guest names are used throughout your interaction with them.
• Complete courtesy calls within 20 minutes of guest check in.
• Complete PBX checklists.
• Conduct daily bucket checks as requested by front desk agents.
• Complete and print all required daily reports, records and logs as necessary.
• Restock and organize work area as necessary.
• Attend all mandatory meetings and hotel functions.
• Comply with all company standards and policies, as established in the employee handbook.

• Respond to guest inquiries and requests and resolve issues via telephone in a timely, friendly and efficient manner
• Respond to emergencies and document and relay comprehensive, accurate information to proper parties in emergency situations
• Accept and deliver all messages promptly and accurately, utilizing proper grammar and spelling.
• Operate office equipment including, but not limited to, computers, PBX system, fax machine, e-mail, etc.

• On time and at work when scheduled and in proper uniform.
• Consistent professional and positive attitude and actions when communicating with guests and associates.

• Other duties as assigned.

Education and or Experience

A High School diploma or General Education Degree (GED); Degree in Hospitality or Hotel Management preferred or 2-year related experience and/or training; or equivalent combination of education and experience. Previous hotel experience preferred, but not required.