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22B48B763037D763
PBX Operator
Property Name
Hilton Waikiki Beach
Job Title
PBX Operator
City
Honolulu
Work Permit
Applicants who do not already have legal permission to work in the United States will not be considered.
Management Position
No
Bonus Pay
No
Accommodation
No
Industry
Hotel/Resort
Position Categories
Reservations, Administration, Front Desk

Stanford's Corporate Culture


Stanford Hotels Corporation is a mid-size, owner-operated company that specializes in the development and management of high quality, full service hotels using a variety of franchise brands. The corporate office is located in San Francisco; however, Stanford Hotels has 13 properties throughout the U.S. comprising three top global brands including Marriott, Starwood and Hilton.

Our goal is to be the "Best of the Brand." Since 1985, Stanford Hotels Corporation believes that high-quality properties, exceptional customer satisfaction, and engaged employees set Stanford Hotels apart from the rest.

Job Description


Provides First Choice Service while operating the hotel communication system.

Creates guest satisfaction by exceeding guest expectations

  • Owns the Welcome for all customer contact.
  • Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
  • Uses Active Listening Skills when resolving guest problems
  • Notices when the guest is not satisfied, and takes ownership of the problem until it is resolved. Utilized resources such as the Service Recovery Toolbox to aid in resolution.
  • Prepares CRM Welcome letters for the following days arrival

Directs callers to appropriate person by operating the hotel switchboard

  • Communicates clearly and concisely in English
  • Demonstrates proficiency in using the PBX equipment
  • Transfers incoming calls promptly to the correct extensions when appropriate
  • Assists customers to make calls, access the internet, or use other items in the guest room, by instructing them on the appropriate procedure.
  • Sets and logs wake up calls for guests. Monitors printer to ensure calls are answered, and follows the proper procedures for no answer calls.
  • Able to generate and manage accurate and complete messages as needed.
  • Prepares phone lists and reports
  • Uses TDD unit to communicate with Hearing Impaired Customer

Handles the Guest Service Hotline

  • Logs all calls and responds to inquiries for information
  • Contacts the appropriate department to fulfill customer request
  • Follows up with customer to ensure satisfaction
  • Keeps current on hotel accommodations, services, and area attractions.

Handles Emergency Line & Fire Panel

  • Immediately responds to emergency line and fire panel, listening to details and logging all pertinent details.
  • Accurately communicates using radio and phone to direct the proper personnel to respond.

Performs special duties and tasks as assigned to assist other departments

Maintain compliance with all company and brand policies and procedures.

Job Requirements


Skills

Required

Teamwork Intermediate Organized Intermediate Multi-Tasking Intermediate Detail Oriented Intermediate Decision Making Intermediate Customer Service Intermediate Behaviors

Required

Team Player: Works well as a member of a group

Enthusiastic: Shows intense and eager enjoyment and interest

Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Dedicated: Devoted to a task or purpose with loyalty or integrity

:

Motivations

Required

Self-Starter: Inspired to perform without outside help

Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

:

Education

Preferred

High School or better.

Experience

Preferred

1 year: Previous hotel PBX or Front Office experience preferred.

Licenses & Certifications