Communications Operation - PBX

Full-Time

JOBPURPOSE: The PBX Operatoris responsible forprofessionally answering and directing all internal and external calls, handling guest requests, and ensuringtimelycommunication between hotel departments. This role is essential in creating a positive first impression,maintainingefficient communication, and delivering courteous,accurate, andtimelyservice 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.

• Maintaina strongknowledge of all hotel amenities.

• Bewell informedabout 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.

• Prepare materials for arrivals the next day.

• 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;maintaina clean uniform and professional appearance;maintainconfidentiality 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 to50pounds 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.