AYS/ PBX Operator at Doubletree Hotel - Full-time / Part-time

We have an immediate opening for a AYS/ PBX Operator at Doubletree Hotel.

Must be able to work various shifts per week.

AYS/PBX Operator

ESSENTIAL JOB FUNCTIONS

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Maintain positive guest relations at all times.
• Maintain complete knowledge of:

1.  scheduled daily activities
2. in-house groups
3. hotel extension numbers
4. beeper number/radios carried by hotel personnel
5. all special requests (DND, screen calls, NRG, etc.)
6. hours of operation of each outlet
7. features and services provided by the hotel

• Set up work station with necessary supplies and resource materials

• Secure headset to console and log onto system.
• Access all functions of system.
• Accommodate all telephone, beeper and page requests in a congenial manner within minutes of request.
• Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.
• Route callers to requested guest or hotel personnel/department.
• Place calls on "hold".
• Monitor busy lines; check back with caller on hold to update status and offer to take a message.
• Monitor unanswered lines; return to caller after rings to update status and offer to take a message.
• Take, record and relay messages accurately, completely and legibly. Activate/deactivate guest room message light accordingly; distribute hotel personnel/department messages to designated location.
• Activate voice mail system for each arriving guest within minutes of check-in. Offer callers detailed information on voice mail system.
• Access system to print guest messages on PBX printer and contact Bell Stand for delivery.
• Accept, record and deliver wake-up calls.
• Provide callers with accurate information on hotel facilities and services.
• Accept and process all guest requests for:

1. Screening calls
2. Do not disturb
3. Call forwarding
4. Conference calls
5. Non-registered guest

• Access system for long distance carrier's foreign language operator.
• Update in-house guest list every two hours from main menu.
• Assist callers with credit card, calling card, collect, overseas and person to person calls.
• Allocate designated surcharges, long distance and operator assisted charges to correct guest room billing.
• Monitor telephone system problems and maintain log of such.
• Document all guest complaints or problems; notify designated department/ personnel for resolving the situation; follow up to ensure completion and guest satisfaction. • Assist in emergency situations as central communication center for hotel.
• Handle all reservation calls after p.m. Process, record and follow-up any details relative to such.
• Review status of assignments and any follow-up action with on-coming Operator.

Job Requirements Essential:

1. High school graduate or equivalent vocational training certificate.
2. Compute basic arithmetic.
3. Must have good understanding of the English language.
4. Excellent verbal and written communication skills.
5. Provide excellent customer service and maintain a professional demeanor.

Ability to:

• perform job functions with attention to detail, speed and accuracy.
• prioritize and organize.
• be a clear thinker, remaining calm and resolving problems using good judgment.
• follow directions thoroughly.
• understand guest’s service needs.
• work cohesively with co-workers as part of a team.
• work with minimal supervision.
• maintain confidentiality of guest information and pertinent hotel data.

Desirable:

1. Previous experience in PBX.
2. Knowledge of telephone system.
3. Ability to suggestively sell.
4. Ability to input and access information in the property management system/computers.
5. Previous guest relations training.

PHYSICAL DEMANDS

1. Exert physical effort in lifting/transporting up to 15 pounds.
2. Endure various physical movements throughout the work areas.
3. Must be able to sit at a desk for up to 8-hours; well-paced mobility occasionally required.
4. Satisfactorily communicate with guests, management and co-workers to their understanding.
5. Work environment – PBX Office. Job involves working under variable temperature conditions and noise levels, in indoor settings, and around fumes and/or odor hazards, dust and/or mite hazards, and chemicals.