What are the responsibilities and job description for the PBX OPERATOR position at Sandia Resort And Casino?
Position Summary
PBX is the core of the Sandia Resort & Casino operation maintaining communication between customers, guests, and staff.
Supervision Exercised
Reports to the Lead PBX Operator.
Major Duties and Responsibilities
- Operates a computer based telephone system routing internal and external calls to appropriate departments.
- Handles and tracks all guest related issues and their needs using HotSOS software.
- Utilizes the property management system to provide personalized service to the hotel guests.
- Utilizes the property management system in support of Front Desk staff including room charges, guest privacy, etc.
- Obtains reports on cash paying guests from SMS software and posts charges to guest accounts.
- Enters and confirms guest wakeup call requests into IP Agent telephone system.
- Places out of state and international calls.
- Takes restaurant reservations.
- Coordinates specific information to both internal and external inquirers, as required.
- Performs various clerical duties as required.
- Takes messages when employees cannot be reached.
- Performs other duties as required.
Secondary Duties and Responsibilities
Knowledge, Skills and Abilities
- Knowledge of PBX telephone consoles and related equipment.
- Ability to promote positive guest relations with all telephone callers.
- Ability to work cohesively with co-workers as part of a team.
- Ability to work with minimal supervision.
- Ability to remain in a stationary position for extended periods of time.
- Must have good interpersonal communication skills.
- Must have good PC skills.
- Knowledge of Ability to interact and communicate with people over the telephone, often in stressful situations.
- Ability to verify data input and correct errors.
- Knowledge of telephone system and dialing procedures, including long distance, international and internal.
- Basic data entry and/or word processing skills.
- Knowledge of policies and procedures for the imparting of directory information over the telephone.
- Clerical and basic office skills.
- Knowledge of customer service standards and procedures.
Minimum Qualifications, Education and Experience
Required:
- High School Diploma, GED certification or equivalent.
- One (1) year experience in customer service, clerical or hotel.
Preferred:
- Familiarity with switchboard operations.
Licensing Status
- Must be able to successfully pass a stringent background investigation.
- Will require a post-offer, pre-employment and random drug screening.
Working Conditions
- Work is normally performed in a typical interior/office work environment.
- No or very limited physical effort required.
- No or very limited exposure to physical risk.
