PBX Operator (ref. 25265)
Mandarin Oriental Hotel Las Vegas
Location: US - NV - Las Vegas
Feb 6, 2013
Employer
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Job Details
Mandarin Oriental, Las Vegas is a sophisticated luxury hotel and residences prominently located at the entrance of CityCenter, a magnificent urban resort destination at the heart of the Las Vegas Strip. Awarded the esteemed AAA Five Diamond Award rating and the coveted Forbes Five-Star award for our Hotel, Spa and Twist by Pierre Gagnaire, we offer spectacular accommodations, a relaxing Spa, fine-dining and legendary service.
Duties and Supporting Responsibilities:
* Answering hotel's main telephone number and connecting guests and colleagues to the correct telephone extension.
* Greeting all callers with a warm and sincere greeting.
* Anticipating and recognizing individual guest needs.
* Passing on requests in a timely and accurate manner to appropriate colleagues.
* Delivering personalized wake-up calls within 5 minutes of agreed upon time in a clear and pleasant voice.
* All telephone calls will be answered within 3 rings.
* All callers will be asked for permission before being placed on hold, apologies will be made to said caller on hold when returning to the line.
* An acknowledgement is made before transferring or connecting a call.
* Must be able to remain calm and communicate clearly with Guests, Management and colleagues in the event of an emergency.
* PBX will communicate with the ERT command centre as necessary in the event of an emergency.
* Ability to input and access data in a computer precisely and efficiently.
* Ability to focus attention on guest needs, remaining calm and courteous.
* Ability to understand guests' inquiries and provide clear and grammatically correct responses.
* Ability to prioritize, organize and follow up.
* Ability to focus attention on details.
* Ability to maintain confidentiality of all guest information and pertinent hotel data.
* Ability to work well under pressure while completing multiple tasks within any given period of time.
* Meet with departing PBX agent to review business status and follow up items.
* Set up workstations with necessary supplies: maintain cleanliness throughout shift.
* Answer telephone within 3 rings, using correct salutations, telephone etiquette and closing.
* Advise guest of any messages, mail, faxes, etc, received for them.
* Monitor telephones system problems and alert pertinent departments in an effort to correct said problems in an expedited manner to prevent guest dissatisfaction.
* Assist in emergency situations as central communication centre for hotel, receiving instruction from base post.
Required Skills & Experience:
* Two years previous PBX or Front Desk experience within a luxury hotel setting
* Strong verbal and written communication skills in the English language
* Excellent overall communication skills
* Able to multi-task
* The ability to work well in a team environment
* Excellent computer skills.
* Multi-lingual is preferred
* Professional and personable
Each of the items listed is considered an essential function of the position. However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position. The Company reserves the right to alter the duties and responsibilities of the position.
Duties and Supporting Responsibilities:
* Answering hotel's main telephone number and connecting guests and colleagues to the correct telephone extension.
* Greeting all callers with a warm and sincere greeting.
* Anticipating and recognizing individual guest needs.
* Passing on requests in a timely and accurate manner to appropriate colleagues.
* Delivering personalized wake-up calls within 5 minutes of agreed upon time in a clear and pleasant voice.
* All telephone calls will be answered within 3 rings.
* All callers will be asked for permission before being placed on hold, apologies will be made to said caller on hold when returning to the line.
* An acknowledgement is made before transferring or connecting a call.
* Must be able to remain calm and communicate clearly with Guests, Management and colleagues in the event of an emergency.
* PBX will communicate with the ERT command centre as necessary in the event of an emergency.
* Ability to input and access data in a computer precisely and efficiently.
* Ability to focus attention on guest needs, remaining calm and courteous.
* Ability to understand guests' inquiries and provide clear and grammatically correct responses.
* Ability to prioritize, organize and follow up.
* Ability to focus attention on details.
* Ability to maintain confidentiality of all guest information and pertinent hotel data.
* Ability to work well under pressure while completing multiple tasks within any given period of time.
* Meet with departing PBX agent to review business status and follow up items.
* Set up workstations with necessary supplies: maintain cleanliness throughout shift.
* Answer telephone within 3 rings, using correct salutations, telephone etiquette and closing.
* Advise guest of any messages, mail, faxes, etc, received for them.
* Monitor telephones system problems and alert pertinent departments in an effort to correct said problems in an expedited manner to prevent guest dissatisfaction.
* Assist in emergency situations as central communication centre for hotel, receiving instruction from base post.
Required Skills & Experience:
* Two years previous PBX or Front Desk experience within a luxury hotel setting
* Strong verbal and written communication skills in the English language
* Excellent overall communication skills
* Able to multi-task
* The ability to work well in a team environment
* Excellent computer skills.
* Multi-lingual is preferred
* Professional and personable
Each of the items listed is considered an essential function of the position. However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position. The Company reserves the right to alter the duties and responsibilities of the position.
Mandarin Oriental Hotel Group is an equal opportunity employer M/F/V/D
Additional Details
No
Applicants who do not already have legal permission to work in the United States will not be considered.
No
No
No
Hotel/Resort
Front Desk