What are the responsibilities and job description for the Telecom Attendant position at Highgate?
Overview
The Telecom Attendant / PBX Operator is responsible for ensuring efficient communication within, to and from the hotel while maintaining attentive, courteous and efficient customer service.
Responsibilities
Promptly answers telephone calls in a positive and clear voice with standard greeting.
Is familiar with the operation and function of PBX counsel.
Listens to ascertain the correct extension and accurately transfers the call.
Records accurate messages and recalls for guests as requested by reading and verbally reciting messages to the guests.
Receives wake up call information, inputs cautiously into the automated wake-up system and verbally confirms time to guest.
Is familiar with the operation of the resort two way radio communication system.
Acts as a dispatcher for security, guest services and property operations employees.
Provides timely information via paging system and two way radios to employees in response to emergencies and guest requests such as plumbing problems, shuttle service, etc.
Briefly answers basic inquiries time, extension numbers, outlet hours, etc.
Operates facsimile to send, receive. Operates photo copier.
Shops competition for rates and availability.
Remains calm and polite especially during emergency situations and / or heavy resort activity.
Knowledgeable of resort emergency procedures and part played in them.
Completes guest callback and ensures that all quests questions are answered correctly and ensures that concerns are followed up and have been resolved.
Assists front desk associates as needed.
Performs other duties as requested by supervisor.
Maintains clean and safe work environment.
Clocks out at end of shift and departs property until next scheduled shift.
Qualifications
High School diploma or equivalent and / or experience in a hotel or related field preferred.
Flexible and long hours sometimes required.
Sedentary work - Exerting up to 10 pounds of force occasionally, and / or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Maintain a warm and friendly demeanor at all times.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to cross-train in other hotel related areas.
Must be able to maintain confidentiality of information.
Must be able to show initiative, including anticipating guest or operational needs.
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