PBX Operator-Hotel

Horseshoe Bay Resort•Houston, TX

1d•Onsite

About The Position

The PBX Operator-Hotel is responsible for managing telephone communications, ensuring efficient call routing, and providing information to guests and staff. This role requires excellent communication skills, the ability to multitask, and remain calm under pressure, especially during emergency situations or high-volume periods. The operator will handle guest inquiries, relay messages accurately, and act as a dispatcher for various hotel departments.

Requirements

Ability to promptly answer telephone calls with a positive and clear voice.
Ability to listen to ascertain the correct extension.
Ability to read and use a moderately complex computer console.
Ability to sit in a confined space for long periods of time.
Ability to transcribe complete messages and repeat information to verify accuracy.
Ability to input and retrieve messages from the computer.
Ability to read and verbally recite exact messages for guests.
Ability to receive wake up call information and input cautiously into the automated wake-up system.
Ability to verbally confirm wake-up call time to guest.
Ability to page guests and patrons using the public address system in a courteous and clear manner.
Ability to provide timely information via paging system and two-way radios.
Ability to answer basic inquiries.
Ability to immediately answer the emergency line and listen to details.
Ability to respond appropriately in accordance with established procedures.
Ability to initiate emergency response as necessary.
Ability to legibly document pertinent details.
Ability to remain calm and polite especially during emergency situations and/or heavy hotel activity.
Ability to resolve complications and complaints using previous experience and good judgment.
Compliance with attendance rules.
Availability to work on a regular basis.

Responsibilities

Promptly answer telephone calls, greet callers with a positive and clear voice, and direct calls to the appropriate line using a computer console.
Transcribe complete messages, input and retrieve messages from the computer, and verbally confirm message accuracy with guests.
Receive wake-up call information, input it into the automated system, and verbally confirm the time with the guest.
Page guests and patrons using the public address system in a courteous and clear manner.
Act as a dispatcher for security, guest services, and property operations associates, providing timely information via paging system and two-way radios for emergencies and guest requests.
Answer basic inquiries regarding time, extension numbers, and outlet hours.
Immediately answer the emergency line, identify the nature of the problem, respond appropriately, initiate emergency response as necessary, and document pertinent details.
Remain calm and polite during emergency situations and heavy hotel activity, resolving complications and complaints using experience and good judgment.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.