Seasonal PBX Operator/Langham Touch-Part Time - The Langham, Chicago

Langham Hotel • United States,

3d • $22 - $28 • Onsite

About The Position

This seasonal, part-time position is anticipated to run from November through January at The Langham, Chicago. The PBX Operator answers and routes internal and external telephone calls, enters and retrieves guest messages and wake-up calls, coordinates hotel communications, and dispatches requests to relevant departments. The role follows up on requests, responds to guest concerns, handles emergency calls according to established procedures, and maintains confidentiality of guest and colleague information. Operators are expected to be familiar with Forbes service standards and Langham Brand Standards, as well as hotel amenities and relevant Food & Beverage and spa information.

The position also involves preparing daily activity summaries, operating a facsimile machine, and potentially assisting with room reservations, selected Guest Service Agent functions, and PBX reporting. It requires extended sitting in a confined space, clear and accurate telephone communication, and occasional walking and lifting. Prior hospitality or communications experience is preferred; a high school diploma is preferred, or equivalent education, training, or experience.

Requirements

• Ability to deal effectively with colleagues and guests, including situations requiring patience, tact, and diplomacy.
• Ability to listen effectively and speak English clearly, politely, and understandably over the telephone.
• Ability to access and accurately enter information using a moderately complex system.
• Ability to read English and accurately comprehend and communicate guest messages.
• Ability to sit and continuously perform essential functions in a confined space near other employees.
• Ability to speak clearly with good diction and to receive and process oral information rapidly and accurately.
• High school graduation or equivalent education, training, or experience that provides the required knowledge, skills, and abilities.

Nice To Haves

• High school diploma.
• Prior hospitality and/or communications experience.

Responsibilities

• Answer telephone calls promptly and courteously, identify callers’ needs, and direct calls to the correct extension using the computer console.
• Transcribe, verify, enter, retrieve, and verbally communicate guest messages accurately.
• Input wake-up calls into the automated system and confirm the scheduled time with guests.
• Maintain knowledge of Food & Beverage information, outlet hours, In Room Dining, Chuan Spa basics, and guest-room amenities.
• Dispatch requests to security, guest services, and property operations employees; log requests and follow up on their completion.
• Answer basic inquiries, including time, extension numbers, and outlet hours.
• Answer emergency calls immediately, identify the nature of the issue, follow procedures, initiate emergency response when needed, and document pertinent details.
• Remain calm and polite during emergencies and periods of heavy hotel activity.
• Resolve guest-service complications and complaints using sound judgment, and escalate pertinent matters to management.
• Prepare daily activity summary reports and send them to management.
• Operate the facsimile machine to send, receive, and log transmissions.
• Communicate guest needs to appropriate departments promptly and courteously.
• Maintain familiarity with Forbes service standards and Langham Brand Standards.
• Perform other assigned duties or projects, which may include processing room reservations, selected Guest Service Agent functions, and developing or analyzing PBX reports.
• Maintain confidentiality of hotel guests’ and colleagues’ information.

Benefits

• Vacation pay and sick/personal time in accordance with Chicago Paid Leave and Paid Sick Leave Law.
• 401(k) plan with Roth option and employer match up to 4% after one year of employment.
• Pet insurance, identity theft protection coverage, and prepaid legal services available for purchase.
• Free meals while on duty.
• Uniforms and uniform cleaning for applicable positions.
• Free and discounted hotel stays.
• Discounted parking.

What This Job Offers

• Job Type: Part-time
• Education Level: High school or GED