Position Scope
The PBX Operator is the communications hub of the Hotel. The PBX Operator answers all incoming calls in a professional and courteous manner, connecting callers with the appropriate extensions, taking messages where necessary.
Essential Duties and Responsibilities
The Hay Adams handbook, the department operation manual and hotel policies and procedures are part of this job description.
Answer all external calls to the hotel and connect the caller with their desired party. Provide all callers with information that may be requested with regards to the hotel.
Answer all internal calls and assists the guest in any way they need.
All tasks and duties must be performed within the guidelines set by standards of excellence, employee handbook and hotel policies and procedures.
Operator should be able to answer any questions with regards hotel information, including operating hours. Operator should be able to provide callers with information regarding the local area and/or direct the caller to the appropriate department.
Communicate and log requests and calls to other departments via the telephone, radio, and property management systems. Follow through to ensure that guest requests are handled in a timely manner.
Is empowered to do whatever is needed to make any guest of the hotel happy, within reason. Communicate any guest issues to the manager on duty.
Monitor security screens in office and report any suspicious activities to the manager on duty and/or the Director of Security.
Take all guests wake up requests and log them. Ensure wakeup calls are performed in a timely manner, following proper procedures.
Responsible for communications during fire safety and has an in-depth knowledge of all fire procedures
Assist with front office operational tasks where appropriate.
Keep log of daily activities.
Perform any other reasonable duties as required and directed.
Qualifications
To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Supervisory Responsibilities
This position has no supervisory responsibilities.
Education and Experience
High School diploma, general education degree, or international equivalent or three to six months experience in a related field required. Customer service experience preferred. General computer experience required.
Language Skills
Must have good knowledge of English, ability to speak clearly read and write. Must have an excellent calm professional telephone voice. Must be able to listen or read instructions, memos, short correspondences and messages. Must have ability to write memos, short correspondences or messages.
Mathematical Skills
Must have basic number knowledge, ability to add divide, subtract and multiply basic two-digit numbers.
Reasoning Ability
Ability to carry out detailed but uninvolved instructions both written and oral, using common sense understanding required. Ability to deal with problems in a calm professional manner required.
Physical Ability
Ability to sit in a confined environment for long periods required. Ability to use a computer screen for long periods required. Ability to talk and listen through a headset for long periods required. Must be able to work well under pressure and emergency situations.
