The PBX Operator is focused on providing efficient and guest focused service. In this position, you will have a direct impact on the overall experience of our guests and be responsible for ensuring 100% satisfaction for every telephone call received.

Overview

The PBX Operator answers calls originating from external and internal sources; directs caller to appropriate extension, room, or department; verifies last name of guest for all room calls; and assists guests with directions or other required information.

The incumbent will handle all incoming urgent matters or emergencies for the guests and Resort. She/he will work with Resort management and/or security in order to calmly direct appropriate action. Appropriately documents all emergencies.

The successful candidate must have a friendly and welcoming attitude and demeanor. This is the ideal position for someone who has a passion for guest service, values problem resolution, and enjoys working in a fast-paced environment.

Job Requirements

• Ability to accurately compute mathematical calculations.
• Ability to clearly and pleasantly communicate in English with guests and visitors to their understanding, both in person and by telephone.
• Ability to provide legible communication.
• Basic knowledge of computers.

Essential Functions

• Maintain complete knowledge at all times of the Daily Edge.
• Maintain complete knowledge and comply with all Resort and departmental policies and procedures.
• Access all functions of computer system according to established procedures and standards.
• Answer department telephone within three rings, using established greeting and appropriate telephone etiquette.
• Handle guest complaints in a timely and efficient manner.
• Accommodate all requests for information in a professional manner.
• Complete daily shift checklists.
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation.
• Accept and record wake-up calls; accurately execute all wake-up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel.
• Resolve discrepancies in the room status report with housekeeping.
• Handle requests for late checkouts according to hotel procedures.
• Document pertinent information in the logbook.
• Exhibit a friendly, helpful and courteous manner when dealing with guests and fellow employees.