Hotel Operator

MOODY GARDENS

PBX OPERATOR

Job Description

Title: PBX Operator

Division: Hotel - Rooms

Department: Front Desk

Reports to: Front Desk Manager

Job Summary

The PBX Operator answers internal and external telephone calls in a friendly and courteous manner, direct call through the hotel switchboard. Input wake up calls and messages into the system, retrieve messages as requested. Actively coordinate communications within the hotel including emergency procedures, alarms, life safety, natural disaster, and shuttle car services, acting as a liaison to all appropriate local Emergency Services.

The incumbent is authorized to take reasonable action necessary to carry out assigned duties and responsibilities, provided such action is consistent with position guidelines as outlined below or through the exercise of sound, reasonable judgment and initiative in the performance of job responsibilities.

Position guidelines include, but are not limited to, established company and department policies and procedures and all supervisory directives.

Summary Of Essential Job Functions

• Promptly answer telephone calls speaking clear English
• Greet callers with a positive and clear voice
• Listen to ascertain the correct extension
• Reading and using a moderately complex computer console, and direct calls to appropriate line
• Transcribe complete messages and repeat information to verify accuracy
• Receive wake up call information, input cautiously into the automated wake-up system and verbally confirm time with the guest
• Page guests and patrons using the public address system in a courteous and understandable manner
• Act as dispatcher for security, guest services, and property operations
• Immediately answer the emergency line, listen to details to identify the nature of the problem, and respond appropriately in accordance with established procedures
• Briefly answer basic inquiries
• File departure registration cards alphabetically and error-free
• Operate facsimile machine to send, receive and log transmissions
• Notify guests using the message function of the computer of the incoming faxes
• Maintain an alert, attentive, calm, and reassuring tone of voice
• Be responsive to guest’s requests by communicating their needs to appropriate departments in a prompt and courteous manner
  
  

Other duties and special projects as assigned by the supervisor such as rooms reservations processing, selected GSA functions, development and analysis of PBX reports with regard to call volume, service

• Educational/Experience Requirements
• High school diploma or equivalent required, College Degree preferred
• No prior experience required, prior hospitality and/or communications experience preferred
• Abilities Required
• Must be able to work in one place for long periods of time
• Must have basic computer skills, and the ability to speak clearly on the phone
• Disclaimer
  
  

The above statements are intended to describe the general nature and level of work being preformed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.