PBX Operator

SUMMARY: Welcomes hotel guests with a smile over the phone, an emphasis on fulfilling guest requests, following instructions and Hotel Standards and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES – (Other duties may be included)

• Displays a friendly, courteous and professional manner in all dealings with guests, patrons and other employees.
• Handles a multitude of keys.
• Handles multi telephone lines.
• Handles guest accounts by posting, checking reservations out, extending credit limit over the telephone.
• Works closely with the Concierge to coordinate the efficient handling of follow up on guest requests and amenities.
• Works closely with the bell staff to coordinate the efficient handling of guest luggage and following up on guest requests.
• The ability to handle guest concerns or complaints over the phone and follow up with the guest to ensure they have been addressed.
• Keeps all support departments informed of necessary information or requests.
• Handles the distribution of mail to the correct destination.
• Assists the front desk in folding key packets and comment cards.
• Completes personalized wake up calls for guests.
• Logs wake up calls, notes, letters, mail, packages and guest requests.
• Assists with handling hotel emergency procedures and situations with maturity and professionalism.
• Performs tasks and projects as delegated by their Management, Sales or Catering Managers (assisting with arrival groups)
• Put in any guest orders into Hotsos and follow up on the orders to ensure they were delivered/handled by the proper department