PBX Operator (Seasonal) at Watercolor Inn

THE ST JOE COMPANY•Santa Rosa Beach, FL

2d•Onsite

About The Position

The PBX Operator/Switchboard Operator serves as the first point of contact for all callers and guests seeking assistance. The role is responsible for providing prompt, courteous and efficient handling of all incoming calls, as well as assistance for outgoing calls which transpire through the PBX system. The PBX Operator/Switchboard Operator also plays an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance.

Requirements

Sufficient education and literacy needed to identify and read product labels and to communicate with guests about job-related needs
Ability to read, write, speak, and communicate in basic English preferred
Detail oriented and thorough
Ability to perform consistent work to the highest of standards
Ability to remain discreet and respect the privacy of guests
Ability to interact with guests in a pleasant friendly way
Ability to work in both a team environment and independently
Excellent time management skills
Must be a service minded individual with a positive attitude who truly enjoys helping others
Must be quick thinking and adept at handling phone calls
Walking, standing for long periods of time
Lifting, bending, reaching as needed
Frequent keyboarding
Must be able to life 25lbs

Nice To Haves

Previous phone customer experience preferred
Previous experience in a related hospitality position preferred
Background in the service industry heavily preferred

Responsibilities

Maintain knowledge of and comply with all departmental policies, service procedures, and standards
Maintain complete knowledge of correct maintenance and use of equipment
Maintain complete knowledge events, including but not limited to, scheduled daily activities, in-house groups, hotel extensions, all special requests, hours of operation for each outlet, features and services provided by the hotel, and all front desk operations
Always maintain positive guest relations.
Document and resolve guest complaints, ensuring guest satisfaction
Provide callers with accurate information on hotel facilities and services
Respond to all incoming telephone calls within 3 rings, using proper salutation and closing
Route callers to appropriate department
Monitor busy lines; check back with caller on hold to update status and offer to take a message or offer a callback
Take, record, and relay messages accurately
Access system to print guest messages on PBX printer and coordinate delivery with Bell Stand
Accept, record and deliver wake-up calls
Assist callers with credit card, calling card, collect, overseas and person to person calls
Accept and process all guest requests including but not limited to, screening calls, do not disturb, call forwarding, and non-registered guest calls
Utilize property management software to handle guest inquiries
Assist with any front desk operations opening and closing tasks
Review status of assignments and any follow-up action with on-coming Operator
Assist in emergency situations as central communication center for hotel
Assist as other duties are assigned