CID/ PBX- Lodge & Spa

Job Description

Description

Objective / Purpose

The overall objective and purpose of the Telephone/PBX Operator position is to manage the telephone system in a friendly and proficient manner. The incumbent is responsible for answering and transferring calls, recording messages and providing hospitable service. They are to provide the highest level of service in support of the mission, core values, standards and goals established by the company. The overall objective and purpose of the PBX Agent position is to provide a warm welcome and hospitable service to our guests. The incumbent is responsible for ensuring a seamless arrival and departure experience and respond efficiently to guest requests. They are to provide the highest level of service in support of the mission, core values, standards and goals established by the company.

Essential Functions / Tasks

Primary responsibilities and tasks include, but are not limited to the following:

· Greet and interact with internal and external guests in a genuine warm and friendly manner using professional

· Maintain the integrity of the guests' privacy, including confidentiality of personal information and key control

· Operate the telephone system, answering calls within three (3) rings, using the correct salutation and telephone etiquette

· Proficiently screen and transfer calls to the appropriate extension

· Process and respond to wake-up calls according to the standard operating procedure

· Record messages legibly and completely. Notify guests of messages.

· Run daily reports and contingency lists.

· Maintain knowledge of room types, hotel amenities and features, hours of operation and area attractions

· Respond promptly to questions, concerns and special requests. Follow-up to ensure the guest is satisfied

· Log guest requests and concerns according to the standard operating procedure. Communicate with departments in a timely manner

· Solve problems proficiently

· Maintain a neat and organized work area

· Maintain the integrity of Company proprietary information and protect Company assets

· Maintain complete knowledge in the use of all office equipment , property management systems and access according to specifications

· Maintain complete knowledge and comply with company policies and procedures

· Maintain neat, clean and professional appearance according to standards

· Follow all company safety and security policies and procedures. Report accidents, injuries and unsafe conditions

· Welcome and acknowledge guests with disabilities and follow proper procedures to accommodate needs.

· Develop and maintain positive working relationship and support the team to achieve our goals

· Attend required training and meetings

· All other duties as assigned, planned or un-planned

· Process check-ins, check-outs and room assignments

· Coordinate with Housekeeping to track readiness of rooms for check-in

· Communicate parking procedures to guests and visitors and dispatch bell/valet attendants as needed

· Post guest charges and payments, process no-shows and adjust disputed charges

· Run daily reports and contingency lists. Conduct bucket checks to ensure accuracy

· Verify rate codes and make appropriate adjustments on guest' invoices

· Operate the telephone system, answering calls within three (3) rings, using the correct salutation and telephone etiquette

· Process and respond to wake-up calls according to the standard operating procedure

· Notify guests of messages and record them legibly and completely

· Maintain knowledge of room types, hotel amenities and features, hours of operation and area attractions

· Respond promptly to questions, concerns and special requests. Follow-up to ensure the guest is satisfied

· Log guest requests and concerns according to the standard operating procedure. Communicate with departments in a timely manner

Knowledge / Skills / Abilities (KSA)

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent.

· Ability to perform all tasks at the PBX location and proficiently use job-related software, property management systems and office equipment

· Ability to remain calm in various situations, use sound judgement and effectively solve problems

· Ability to read and interpret documents such as safety rules and procedural manuals

· Strong written, verbal, and interpersonal skills

· Comprehensive knowledge of office equipment and property management systems

Minimum Qualifications

Education, License, Certifications, Experience

1. Bachelor's degree in Business or related training equivalent - required

2. 1 year of relevant work experience in similar scope and title - required

3. Experience within luxury brand/markets - required

4. Must have the ability to work alone, with others and remain at workstation for entirety of the shift. - required

5. Must be able to work a flexible schedule including , weekends and holidays - required

6. Student or graduate of hotel management - preferred

Work Environment / Conditions

The work environment/conditions described herein are representative of those that an incumbent may experience.

· Must be comfortable working in a shared space, with constant noise, without the use of a private office.

· Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism & collaboration.

· Schedules may vary from week to week based on business demands in excess of or less than 40 hours with or without notice.

Physical Demands

The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job.

· While performing the duties of this job, the incumbent is regularly required to see, hear, reach, use fingers to handle and feel, and stand up to 8 hours on a daily basis.

· Push, pull, and lift up to 10 lbs.

· While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane or other means of transportation which require sitting, waiting and standing for long and short periods of time.