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Trump Hotels - Doral, FL
posted 2 months ago
Full-time
Doral, FL
Accommodation
About the position
The Communications Agent/PBX Operator is responsible for managing hotel telephone communications, directing calls to appropriate extensions or rooms, and providing guests with essential information and assistance. This role is crucial in ensuring effective communication during emergencies and maintaining high customer satisfaction through clear and friendly interactions.
Responsibilities
- Answer calls from external and internal sources and direct them to the appropriate extension or room.
- Assist guests with directions and other requests, ensuring a positive experience.
- Handle urgent matters or emergencies, coordinating with hotel management and security as needed.
- Document all emergencies and actions taken in response to them.
- Provide accurate information to callers regarding hotel services, outlet hours, and special programs.
- Field guest complaints and conduct thorough research to resolve issues effectively.
- Maintain calmness and alertness during emergencies and busy periods.
Requirements
- Excellent verbal communication skills with a clear and positive speaking voice.
- Ability to handle emergency situations calmly and effectively.
- Strong problem-solving skills and the ability to negotiate solutions to guest complaints.
- Proficient in using office machines and computer systems for message input and retrieval.
- Ability to work varying schedules as required by the hospitality industry.
Nice-to-haves
- Bilingual skills to communicate with guests in their native language.
- Previous experience in a hospitality or customer service role.
Benefits
- $500 sign-on bonus, paid in two installments after 90 and 180 days of employment.
