PBX Operator

As a PBX Operator you will provide prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls which transpire through PBX. You will also play an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance. 

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

• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.

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

• Maintain positive guest and resident relations at all times.

• Resolve guest complaints, ensuring guest satisfaction.

• Monitor and maintain cleanliness, sanitation and organization of assigned work areas

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

• Secure headset to console and log onto system.

• Access all functions of system.

• Accommodate all telephone, beeper and page requests in a congenial manner within 1 minutes of request.

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

• Route callers to requested guest or resort personnel/department.

• Place calls on "hold" for no longer than 15 seconds, after permission is granted by caller.

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

• Monitor unanswered lines; return to caller after 3 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 resort personnel/department messages to designated location.

• Activate voice mail system for each arriving guest upon check-in.  Offer callers detailed information on voice mail system.

• 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 resort facilities and services.

Other:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.  Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.  In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all employees are required to fully comply with Menin rules and regulations for the safe and effective operation of the hotel’s facilities.  Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel.

• Assist at Front Desk as assigned.

• Receive, sort and distribute all guest and staff mail.

• Coordinate phone company work orders with representatives.

• Monitor guest facsimile machine for incoming faxes; process outgoing faxes for guests.

• Document maintenance needs on work orders and submit to Manager. 

• Receive and input In Room Dining orders and other guest/resident requests.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.

• Must be able to read and write to facilitate the communication process.   

• Requires good communication skills, both verbal and written. 

• Must possess basic computational ability.   

• Must possess basic computer skills.

• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.

QUALIFICATION STANDARDS

Education

High school or equivalent education required.  

Experience

Two years hotel front desk experience required. 

As a PBX Operator you will provide prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls which transpire through PBX. You will also play an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance. 

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

• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.

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

• Maintain positive guest and resident relations at all times.

• Resolve guest complaints, ensuring guest satisfaction.

• Monitor and maintain cleanliness, sanitation and organization of assigned work areas

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

• Secure headset to console and log onto system.

• Access all functions of system.

• Accommodate all telephone, beeper and page requests in a congenial manner within 1 minutes of request.

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

• Route callers to requested guest or resort personnel/department.

• Place calls on "hold" for no longer than 15 seconds, after permission is granted by caller.

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

• Monitor unanswered lines; return to caller after 3 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 resort personnel/department messages to designated location.

• Activate voice mail system for each arriving guest upon check-in.  Offer callers detailed information on voice mail system.

• 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 resort facilities and services.

Other:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.  Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.  In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all employees are required to fully comply with Menin rules and regulations for the safe and effective operation of the hotel’s facilities.  Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel.

• Assist at Front Desk as assigned.

• Receive, sort and distribute all guest and staff mail.

• Coordinate phone company work orders with representatives.

• Monitor guest facsimile machine for incoming faxes; process outgoing faxes for guests.

• Document maintenance needs on work orders and submit to Manager. 

• Receive and input In Room Dining orders and other guest/resident requests.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.

• Must be able to read and write to facilitate the communication process.   

• Requires good communication skills, both verbal and written. 

• Must possess basic computational ability.   

• Must possess basic computer skills.

• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.

QUALIFICATION STANDARDS

Education

High school or equivalent education required.  

Experience

Two years hotel front desk experience required.