PBX Agent

PBX Agent

Full-Time / Hourly

Job Summary

The Telephone Operator's main responsibility is to responds to incoming calls in a timely manner and direct caller to appropriate destination; ensuring efficient communication within, to and from the hotel while maintaining attentive, courteous and efficient customer service. Approach all encounters with guests and employees in a friendly, service-oriented manner. Take and deliver messages according to standards. Maintain guest privacy at all times. Provide information about the hotel. Record and relay all guest requests and verify completion. Maintain daily activity log.

Main responsibilities:

• Answer phone calls and provide a polite response to all calls in a professional manner while following telephone etiquette.
• Responsible for handling all incoming and outgoing calls and directing them to the appropriate department. It is expected to remain polite, cautious, and professional while speaking on the phone.
• Maintain an enthusiastic attitude while answering calls. Smile through the call, as this is reflected in your voice.
• Provide accurate and appropriate information about hotel services, checkout times, hotel features, and any other amenities and services provided to guests.
• Take guest wake-up call service requests.
• Keep a record of wake-up call services provided to guests. If a wake-up call is unanswered, contact security for a wellness check.
• Take notes and messages over the phone and deliver them accurately to the appropriate guests.
• Answer phone calls within 3 rings. Listen to all guest complaints in an appropriate and professional manner, showing empathy and staying calm.
• Keep proper records of all guest complaints and ensure they are handled by the appropriate department. If necessary, seek assistance from the front desk manager and/or shift manager.
• Refer major administrative or operational issues to the supervisor or department head.
• Be familiar with the hotel's various terminologies and glossaries. Handle all telephone equipment carefully and follow the telephone procedure set by the hotel's authority.

Minimum requirements of the position:

• High School diploma or equivalent and/or experience in a hotel or related field preferred.
• Bilingual (English and Spanish).
• Must be able to convey information and ideas clearly.
• Must be proficient in Windows operating systems.
• Flexible schedule (available to work overtime, day and night shifts, holidays and weekends).
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.

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