PBX Agent

This position requires the person to be the operator for the hotel incoming phone lines. The PBX Operator is responsible for being professional, friendly, and helpful and takes guests requests and makes reservations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answer telephone calls within three rings in a friendly, efficient manner that promotes a positive image of the hotel.
• Maintain current back-up report of an alphabetical listing of all guests.
• Act as the center of communication, for all communication, in the event of an emergency. Review and understand all policies and procedures for safety, emergency preparedness, etc.
• Provide efficient and effective telephone and message service for in-house and incoming guests and for the hotel’s sales and management teams.
• Check all message lights during shift to ensure that the message light is on and that guests receive their messages. Call guest rooms to deliver messages if necessary.
• Assist guests with dialing instructions, credit card calling procedures and other telephone information.
• Receive and distribute faxes to guests and appropriate departments within the hotel.
• Record and give wake-up calls.
• Assist with the assignment and assistance of safety deposit boxes to guests.
• Provide front desk with long distance charges.
• Produce appropriate reports for the proper functioning of the department.
• Maintain checked-out registration cards in alphabetical order according to check-out date.
• Check all trunk lines and perform other tests to ensure the telephone system is properly functioning.
• Communicate constantly with all sister properties in order to track daily counts.
• Read logbook at the beginning of shift and enter appropriate information to be communicated to management or other operators.
• Assist in performing administrative duties as necessary.
• Take all in-room dining orders over the phone, follow up with servers and the kitchen, and communicate to guests. Handle all in-room dining inquiries or related in-room dining tasks.
• Additional projects and responsibilities may be assigned as needed.

SPECIFIC EXPERIENCE WE'RE SEEKING:

• Hospitality Degree preferred and high school diploma degree required.
• 1 + year of front of the house experience for a luxury hotel or resort is required.
• Knowledgeable of immediate area, services, attractions, and events.
• Work well under pressure, dealing with many arrivals and departures within a short period of time.
• Familiar with hotel systems and operations, and the ability to enter in information accurately.
• Experience with Opera, Hotsos and Kipsu are preferred
• This position requires a flexible schedule, must be able to work evenings, weekends, and holidays.

Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands.