What are the responsibilities and job description for the Hilton Palacio del Rio - Front Office PBX Operator position at Zachry Hotels?
ABOUT US:
At Zachry Hotels, we are passionate about hospitality and excellent customer service. Our hotel surrounds itself with team members who share that same passion. We take care of our guests and team members as family, within a culture of service where we do the right thing because it is the right thing to do. Our core values are at the center of every decision we make:
Every Person Matters
Together We Can Do Great Things
This Is More Than a Job
BENEFITS:
- Company paid short-term and long-term disability.
- Medical, dental and vision insurance
- Fidelity 401K retirement plan with employer matching up to 6% of contribution
- Hilton Hotel Travel Discount Program
- Paid Time Off (PTO)
- Free Meal
- Free annual VIA bus pass
- Quarterly Incentive Bonus
- Referral Bonus Incentive Program
- Team Member Assistance Program
JOB PURPOSE
To answer all incoming telephone calls and transfers those calls to appropriate departments in a friendly and courteous manner.
ESSENTIAL FUNCTIONS
- Greets guests immediately over the telephone. Uses courteous and clear speaking voice, listens to guests requests, and responds with appropriate action. Supplies accurate information such as local attractions and seasonal events.
- Completes the registration process by accessing and entering information in the computer system, and uses all hotel standards to confirm accurate information. Make appropriate room selection based on guest needs.
- Answers the telephones in 3 rings or less using clear English. Inputs messages into the computer. Retrieves messages and communicates the content to the guest. Retrieves and logs mail, small packages and facsimiles for customers as requested.
- Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
- Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
- Field guest complaints, conduct research, and develop a positive solution. Listens and extends assistance in order to resolve problems.
- Other duties as assigned.
EXPERIENCE:
Prior hospitality experience preferred.
