PBX Attendant

Wynn Resorts • Las Vegas, NV

14d

About The Position

The Service Attendant is responsible for answering and routing all incoming telephone calls (internal and external), dispatching incoming guest request calls through HotSOS and following up to determine service standards have been met. Answer and process all calls in accordance with Forbes 5 Star Service Standards Operate IntelliDesk SDC Attendant Console Act as a source of information regarding the property, managing guest questions and concerns. Respond to Hotel staff and Guests during emergency situations Process wake-up calls Work as a dispatcher using Hotel radio system directing Housekeeping runners and follow up with guests to ensure satisfaction within established time lines Perform all other job duties as assigned by Management

Requirements

• A minimum of one year customer service experience (PABX preferred) in a Resort Hotel
• Working knowledge of multi-line telephones
• Working knowledge of computers, IntelliDesk SDC Console, Opera Property Management System, Avaya Telephone System, HotSOS
• Strong customer service skills
• Professional appearance and demeanor
• High school diploma or equivalent
• Ability to type 30+ WPM
• Able to work varied shifts, including weekends and holidays
• Ability to communicate in English, both written and oral

Nice To Haves

• Knowledge of a second language is preferred, but not required.

Responsibilities

• Answering and routing all incoming telephone calls (internal and external)
• Dispatching incoming guest request calls through HotSOS and following up to determine service standards have been met
• Answer and process all calls in accordance with Forbes 5 Star Service Standards
• Operate IntelliDesk SDC Attendant Console
• Act as a source of information regarding the property, managing guest questions and concerns
• Respond to Hotel staff and Guests during emergency situations
• Process wake-up calls
• Work as a dispatcher using Hotel radio system directing Housekeeping runners and follow up with guests to ensure satisfaction within established time lines
• Perform all other job duties as assigned by Management

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED