Operator- PBX- Sports Illustrated Resort- Chicago

Wyndham Hotels & Resorts•Chicago, IL

4d•Onsite

About The Position

The Operator is responsible for ensuring efficient communication within, to and from the hotel while maintaining attentive, courteous and efficient customer service. Handle incoming/outgoing calls in an attentive, courteous and efficient manner, according to standard operating procedures.

Requirements

High School diploma or equivalent
Excellent communication skills.
Basic understanding of telephone switchboard and PBX equipment and systems
Acquires job skills and learns company policies and procedures to complete routine tasks
Ability to read and comprehend routine instructions, short correspondence and memos
Ability to give high priority to customer service
Ability to solve problems with a minimum of guidance
Ability to read, write and understand English
Must maintain a professional appearance and a Can-Do, positive attitude towards all guests and staff
Ability to multi-task and work in a fast paced environment
Must be people oriented and able to work independently or with others as needed
Must be able to easily and frequently change from one activity to another while operating a switchboard or computer keyboard
Six months customer service experience
Six Months of switchboard /PBX experience
Unless there is a legal requirement, experience will be accepted for the education requirement.

Responsibilities

Operate switchboard, intercom and two-way radio to relay incoming, outgoing and interoffice calls and messages.
Furnish information/phone numbers to callers as requested or makes sufficient inquiries necessary to refer the caller to the appropriate resort personnel, sales or marketing or outside vendor.
Assist guests with voice mail.
Dispatch maintenance and housekeeping staff to guest rooms as needed.
Respond appropriately to guest inquiries and concerns to ensure total guest satisfaction.
Handle guest issues to resolution in effort to improve the guest experience and escalate any outstanding guest inquiry or concern to management that may require additional monitoring or follow-up.
Make appropriate service recovery recommendations.
Promote team work and quality service through daily communications and coordination with other departments.
Ensure compliance with: Internal Audit, Quality Assurance, Loss Prevention, Resort Operating Procedures, Guest Service Department Operating Procedure, and Standard Operating Procedures.
Continuously exhibit the company’s Count on Me philosophy; be responsive to the needs of our guests, associates and all we come into contact with on the job, be respectful in every way; deliver a great experience.
Performs other duties as needed.