PBX Operator

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 necessary to place guests on hold, the guest is asked for permission prior to doing so. 
• Always maintain positive guest relations. 
• 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 workstation with necessary supplies and resource materials. 
• Secure headset to console and log onto system if appropriate. 
• Utilize property management software to manage guest inquiries. 
• Respond to all incoming telephone calls within three 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 in other duties as assigned.