GEL-PBX Hotel Operator

Grand Bohemian Lodge Greenville•Greenville, SC

5d•Onsite

About The Position

The Gel Operator is responsible for ensuring efficient communication within, to, and from the hotel while providing attentive, courteous, and efficient customer service. Shifts are currently listed as 7:00 a.m.–3:30 p.m. or 2:45 p.m.–11:15 p.m.; schedules may change. The person hired is expected to work weekends and holidays. The position is based at Grand Bohemian Lodge, a boutique hotel in downtown Greenville, South Carolina. The operator handles telephone calls, messages, wake-up calls, employee dispatch communications, guest inquiries, paging, and radio communications. The role also involves assisting front desk associates as needed, maintaining a clean and safe work environment, and performing other duties assigned by a supervisor or management.

Requirements

High school diploma or equivalent and/or experience in a hotel or related field preferred.
Must be able to communicate effectively, verbally and in writing, with employees and guests at all levels.
Must be able to listen to, understand, and clarify concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Must be able to understand and apply complex information and data from various sources.
Must be able to maintain confidentiality and show initiative by anticipating guest or operational needs.
Must maintain a warm, friendly, attentive, courteous, and service-oriented demeanor.
Must maintain regular attendance in accordance with scheduling and hotel standards.
Must comply with hotel standards and regulations to support safe and efficient operations.
Flexible and long hours are sometimes required.
Sedentary work requiring exertion of up to 10 pounds occasionally and negligible force frequently or constantly to move objects.

Nice To Haves

Experience in a hotel or related field.

Responsibilities

Promptly answer telephone calls in a positive, clear voice using the standard greeting.
Learn and use the PBX console and resort two-way radio communication system.
Identify the correct extension and transfer calls accurately.
Record guest messages and recalls accurately, and deliver messages verbally when requested.
Receive wake-up call information, enter it into the automated system, and verbally confirm the time with the guest.
Act as a dispatcher for security, guest services, and property operations employees.
Provide timely information to employees through the paging system and two-way radios in response to emergencies and guest requests.
Answer basic inquiries, such as the time, extension numbers, and outlet hours.
Operate facsimile and photocopy equipment.
Shop competitors for rates and availability.
Remain calm and polite during emergencies and periods of heavy resort activity.
Learn resort emergency procedures and the operator’s role in them.
Complete guest callbacks, answer guest questions accurately, and ensure concerns are followed up and resolved.
Assist front desk associates as needed.
Maintain a clean and safe work environment.
Attend required hotel meetings and trainings, maintain regular attendance, and follow hotel standards and regulations.
Maintain required personal appearance and grooming, including wearing the proper uniform and nametag.
Identify problem areas, assist in implementing solutions, and handle problems by anticipating, preventing, identifying, and resolving them.
Cross-train in other hotel-related areas and maintain confidentiality of information.
Perform other duties as requested by the supervisor or management.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) retirement plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program (EAP)
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law