PBX Operator (Phone Operator) - Hilton Norfolk The Main

Overview

The PBX Operator in the Communication Center will be the heartbeat for the hotel and is responsible for processing incoming and outgoing communications courteously, while maintaining a positive and professional image. Also responsible for receiving all guest requests and entering into our Guest Request Database (HotSOS or Service Pro).

Responsibilities

· Answer and process all incoming/outgoing guest and in-house calls.

· Provides general information i.e. hotel events, hour of operation, amenities, etc.

· Maintains organization of faxes, mail and log books

· Maintains an updated telephone directory and guest directory to facilitate the efficient routing of calls.

· Processes all room service orders

· Completes daily welcome calls to all new arrivals

· Resolves guest complaints; assists guests in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc.

· Logs all Prompt Response matters reported by guest or associates, dispatches, and follows up to ensure items are resolved or reported to MOD. follows up to ensure items are resolved or reported to MOD.

· Process wake up calls

· Responsible for radio communications between security, engineering, ERT and MOD in emergency and non-emergency situations.

· Maintains organization of work area

· Properly processes credit card authorization forms

· Assists guests with any special requests prior to a guest arrival i.e. amenities, flowers, etc.

· Other duties as assigned for example: performs as a reservation agent or front desk clerk as needed

Qualifications

Type

Qualification

Skill

Able to handle multiple tasks

Guest service oriented

Basic Computer knowledge

Team oriented

Pleasant persona

Basic phone knowledge

Desire to learn

Education

High School attendant or High School Graduate

Experience

Previous multi-line phone operator experience preferred.

Skill

Knowledge of multi line phone system

Skill

Pleasant and professional speaking voice