PBX Operator

Job Title: PBX Operator

Department: Front Office
Reports To: Director of Rooms
Location:Hotel Granduca Houston

Job Summary:

The PBX Operator is responsible for handling all incoming and outgoing telephone calls for the hotel, overseeing reservations, and managing in-room dining orders. This role ensures that calls are routed efficiently, reservations are accurately processed, and in-room dining requests are handled promptly. The PBX Operator must provide excellent customer service, demonstrate strong communication skills, and maintain a professional demeanor at all times.

Key Responsibilities:

1. Telephone Handling:

   • Answer and manage all incoming calls to the hotel, including general inquiries, guest services requests, and reservations.
   • Route calls to appropriate departments, rooms, or external services as needed.
   • Assist with wake-up call requests and ensure they are completed accurately and on time.
   • Maintain clear communication with other departments to ensure seamless coordination for guest services.

2. Reservations Management:

   • Oversee the reservation process by taking and confirming room bookings via phone and email.
   • Provide information on room availability, rates, and hotel amenities to prospective guests.
   • Update reservation details in the system and coordinate with the front desk to ensure accurate guest check-ins.
   • Handle cancellations, modifications, and special requests related to reservations.

3. In-Room Dining Orders:

   • Take, process, and confirm in-room dining orders, ensuring that guests’ food and beverage preferences are met.
   • Communicate guest orders clearly to the kitchen and track the timing of deliveries to ensure prompt and accurate service.
   • Provide guests with menu options and answer any questions related to in-room dining.

4. Guest Interaction:

   • Provide excellent customer service by addressing guests' calls, inquiries, and concerns in a friendly and professional manner.
   • Take messages for guests and ensure timely delivery.
   • Maintain a professional and courteous tone at all times, ensuring guests feel valued and attended to.

5. Communication Systems Management:

   • Operate the hotel’s PBX (Private Branch Exchange) system, ensuring it is functioning properly.
   • Monitor and report any issues with the telephone system or equipment to the appropriate personnel.

6. Emergency Procedures:

   • Respond promptly to emergency calls, following the hotel’s emergency protocol and contacting the necessary authorities if needed.
   • Provide guests with relevant information during emergencies or evacuations.

7. Record Keeping and Reports:

   • Maintain accurate logs of telephone calls, messages, in-room dining orders, and reservations.
   • Prepare reports on telephone usage, billing inquiries, and any other required documentation.

8. Collaboration:

   • Work closely with other departments such as the front desk, concierge, housekeeping, and food & beverage to provide seamless service to guests.
   • Maintain positive working relationships with team members, ensuring smooth operations.

Qualifications:

• Education: High school diploma or equivalent; additional training in hospitality or customer service is a plus.
• Experience: Previous experience in a telephone operator, reservations, or customer service role within a hotel or similar environment is preferred.
• Skills:
  • Strong communication skills (both verbal and written).
  • Excellent multitasking and organizational abilities.
  • Knowledge of PBX systems and telephone etiquette.
  • Proficiency with reservation systems and in-room dining procedures.
  • Ability to work under pressure in a fast-paced environment.
  • Friendly and professional demeanor.
• Language Skills: Fluency in [English] and additional languages (if required) is a plus.

Working Conditions:

• Must be able to work flexible hours, including nights, weekends, and holidays.
• This position may require sitting for extended periods and occasional lifting of small office equipment.

About [Hotel Name]:

Hotel Granduca is a renowned luxury hotel committed to providing outstanding service and creating unforgettable experiences for our guests. We value teamwork, excellence, and dedication in every aspect of hospitality.

EOE