What are the responsibilities and job description for the PBX Guest Service Manager position at Atlantis Casino Resort & Spa?
Shift Varies
- Oversee daily operations of the PBX department, ensuring all communication systems function optimally.
- Manage the internal switchboard system and ensure prompt, professional handling of calls and messages.
- Develop and implement protocols for managing guest inquiries, wake-up calls, and emergency situations.
- Train and mentor staff to deliver exceptional service, adhering to Forbes Travel Guide standards.
- Monitor call quality and service metrics to ensure a luxury experience for guests.
- Address guest complaints or service issues with empathy and efficiency.
- Recruit, train, and evaluate PBX operators to build a high-performing team.
- Foster a collaborative, service-oriented culture aligned with the Atlantis brand values.
- Create and implement schedules to ensure adequate staffing at all times.
- Maintain strict adherence to Forbes service standards and other luxury hospitality guidelines.
- Ensure compliance with all safety protocols and communication regulations.
- Collaborate with IT and engineering teams to ensure the PBX systems are up-to-date and operational.
- Troubleshoot system issues and coordinate repairs or upgrades as necessary.
- Prepare regular reports on call volume, service efficiency, and guest feedback.
- Use data to identify trends and recommend improvements to processes or systems.
- Other duties as assigned my management.
While performing the duties of this job, the employee may be required to stand; walk; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel crouch or crawl; talk, and hear. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.
Qualifications:- Minimum 3-5 years of experience in a PBX or telecommunications role, with at least 2 years in a supervisory capacity.
- Previous experience in a luxury hotel, casino, or resort environment.
- Familiarity with Forbes Travel Guide standards and luxury service protocols.
- Strong communication and interpersonal skills.
- Proficiency in PBX systems and related technology.
- Excellent problem-solving and decision-making abilities.
- Ability to work effectively in a fast-paced, high-pressure environment.
- Proven leadership skills with a focus on staff development and motivation.
- Detail-oriented with a passion for exceeding guest expectations.
***Must adhere to all appearance standards, including but not limited to no "visible" tattoos/piercings or unnatural hair and nail colors. ***
Atlantis Casino Resort Spa fosters a team working environment and an environment that is focused on Team Member recognition and appreciation. Some of the ways in which we accomplish this is by offering the following:
- Comprehensive benefits (medical, dental, vision, supplemental coverage)
- 401K retirement savings plan discretionary match
- Education Tuition Reimbursement Program
- Paid Vacation
- Holiday Pay
- Recreation /Fitness Discounts
- Weekly Resort Prizes
- Career Development and Training Workshops
- FREE daily meal
- Internal Advancement
