What are the responsibilities and job description for the PBX Operator position at Yaamava’ Resort & Casino at San Manuel?
Under the direction of the PBX and Guest Retention Manager, the PBX Operator handles and directs incoming calls for San Manuel. The PBX Operator delivers friendly and courteous service while operating in a high volume call-intake environment and answering general questions regarding all offered amenities.
Essential Duties & Responsibilities
1. Responds to incoming calls in an efficient manner with a focus on providing exceptional customer service. Answers call via a multi-line phone system, determines purpose of calls and forwards them to the appropriate personnel or department.
2. Provides information and demonstrates thorough knowledge to San Manuel guests regarding amenities, restaurants, entertainment, and/or special promotions. Maintains working knowledge of San Manuel offerings, and provides geographical directions to callers.
3. Confirms online reservations for Hotel Rooms and Hotel restaurants and services.
4. Accepts and delivers messages as needed promptly and accurately. Maintains call logs pertaining to specific departments requested to be tracked by management.
5. Expedites guest requests by utilizing applicable radio system to contact the appropriate department or staff member.
6. Provides administrative support to Hotel Operations as needed.
7. Performs other duties as assigned to support the efficient operation of the department.
Education/Experience/Qualifications
- High school diploma or GED required.
- One (1) year customer service experience required. Administrative experience in office/hotel setting preferred.
- Must possess beginner level knowledge of computers and beginner level proficiency with Microsoft Office Suite (MS) (i.e. MS Word, Excel, and MS Outlook).
- Excellent telephone etiquette and verbal and written communication skills required.
- Must possess friendly and outgoing demeanor.
- Must have ability to multi-task.
- Bilingual in a foreign language preferred.
Certificates/Licenses/Registrations
- At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.
San Manuel will make reasonable accommodations in compliance with applicable law.
As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!
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