PBX Operator at Embassy Suites

Job Summary:

The PBX Operator/ Switchboard operator will be the first impression of our company to all callers and guests needing assistance. You will be expected to provide prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls which transpire through PBX. You will play an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance.

Job Responsibilities:

· Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

· Maintain complete knowledge of correct maintenance and use of equipment. Use of IT and department equipment only as intended.

· Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

· If needed to place guests on hold, guest is asked for permission prior to doing so.

· Maintain positive guest relations at all times.

· Resolve guest complaints, ensuring guest satisfaction.

· Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

· Maintain complete knowledge of:

· Scheduled daily activities

· In-house groups

· Hotel extension numbers

· All special requests (DND, screen calls, NRG, etc.)

· Hours of operation of each outlet

· Features and services provided by the hotel

· All front desk operation tasks

· Set up work station with necessary supplies and resource materials.

· Secure headset to console and log onto system if appropriate.

· Utilize property management software to handle guest inquiries.

· Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.

· Route callers to appropriate department within St. Joe , St. Joe Club & Resorts Administration, or St. Joe property.

· Monitor busy lines; check back with caller on hold to update status and offer to take a message or offer a callback.

· Monitor unanswered lines; return to caller after rings to update status and offer to take a message.

· Take, record and relay messages accurately, completely and legibly. Activate/deactivate guest room message light accordingly; distribute hotel personnel/department messages to designated location.

· Access system to print guest messages on PBX printer and contact Bell Stand for delivery.

· Accept, record and deliver wake-up calls.

· Provide callers with accurate information on hotel facilities and services.

· Accept and process all guest requests for:

· Screening calls

· Do not disturb

· Call forwarding

· Non-registered guest

· Assist callers with credit card, calling card, collect, overseas and person to person calls.

· Document all guest complaints or problems; notify designated department/ personnel for resolving the situation; follow up to ensure completion and guest satisfaction.

· Assist in emergency situations as central communication center for hotel.

· Review status of assignments and any follow-up action with on-coming Operator.

· Assist with any front desk operations opening and closing tasks.

· Assist as other duties are assigned.

Education and Experience:

· Sufficient education and literacy needed to identify and read product labels and to communicate with guests about job-related needs  

· Ability to read, write, speak, and communicate in basic English preferred  

· Previous phone customer experience preferred  

· Previous experience in a related hospitality position preferred

Knowledge, Skills, & Abilities:

· Detail-oriented and thorough   

· Ability to remain discreet and respect the privacy of guests  

· Ability to perform consistent work to the highest of standards  

· Ability to interact with guests in a pleasant, friendly way

· Ability to work in a team environment

· Ability to work independently

· Excellent time management skills 

· Ability to work as a team 

· Must be a service minded individual with a positive attitude who truly enjoys helping others.

· Must be quick thinking and adept at handling stressful situations seamlessly.

· Background in the service industry heavily preferred.

· Pleasant and courteous manner essential to employees, service staff and members. Respectful to all the team.

· Positive attitude that exercises service from the heart, a commitment to servicing the team and quest in a leadership role that displays an optimistic attitude to doing whatever it takes to make our guest, members and staff happy.

Physical Demands:

· Frequent Keyboarding

· Frequent vocalizing

· Frequent sitting

· Occasional walking, bending stooping, kneeling, pushing, and pulling

· Must be able to lift 15lbs

Working Conditions:

· Primarily indoors

· Seated at a desk