What are the responsibilities and job description for the Pbx Supervisor position at Delta Hotels Celebration Orlando?
Job Description
Job Description
Join the team at the Delta Hotel Orlando Celebration as our PBX Supervisor. The hotel PBX supervisor is responsible for overseeing the day-to-day operations of the hotel's phone system (PBX), ensuring efficient call handling, proper guest communication, and training PBX operators while maintaining a high standard of customer service, including managing staff schedules, troubleshooting technical issues, and coordinating with other departments within the hotel to address guest needs.
Responsibilities :
- Hire, train, and supervise a team of PBX operators, ensuring they are proficient in operating the PBX system and adhering to established guest service standards.
- Create and manage staff schedules to meet fluctuating call volume demands.
- Conduct performance evaluations and provide feedback to PBX operators.
- Monitor the functionality of the PBX system, identifying and resolving technical issues promptly.
- Maintain accurate guest directories and update information as needed.
- Manage call forwarding, voicemail, and other PBX features.
- Coordinate with IT or technical support for complex system issues.
- Answer guest calls promptly and professionally, providing information about hotel amenities, services, and local attractions.
- Effectively handle guest complaints and inquiries, escalating issues to appropriate departments when necessary.
- Ensure VIP guests receive special attention and personalized service.
- Train staff on emergency procedures and protocols, including fire alarms, medical emergencies, and security issues.
- Coordinate with other departments to ensure efficient response during emergencies.
- Generate reports on call volume, operator performance, and system usage.
- Maintain accurate documentation of PBX operations, including system updates and troubleshooting logs.
- Stay updated on industry trends and new PBX technologies to recommend potential system upgrades.
Qualifications :
About Company
Discover relaxation with a touch of enchantment at Delta Hotels Celebration Orlando. Located near the quaint town of Celebration, FL just one mile away from Walt Disney World, our resort spans 20 acres of vibrant tropical gardens and sits conveniently close to major theme parks and ESPN Wide World of Sports. Explore with ease offering complimentary shuttle services to Walt Disney World and Universal Studios.
