PBX Operator

Conrad Hotels and Resorts•Nashville, TN

4d•Onsite

About The Position

Welcome to Conrad Nashville. We offer luxurious accommodations and exceptional service in the ever-evolving Nashville hospitality industry. Join our dynamic team, learn and grow in a culture of collaboration. Our priority is your well-being, which is why we offer competitive compensation packages, healthcare insurance, 401k plans, and team member discounts. Living and working in Nashville provides access to diverse cultural attractions, entertainment venues and culinary experiences. At Conrad Nashville, you can make a positive impact and be part of a world-class hospitality brand. Join us and discover all that we have to offer. Job Summary Clearly greets in a positive calm tone, with a smile, to all telephone callers. Offering all guests and team members a kind, attentive, authentic and courteous telephone experience with efficient and accurate connection of calls. Consistently efficient & timely use of POS / Agilysis / KIPSU / Quore and all other guest and team technology systems. Offers and promotes all hotel services, amenities and upsells products to our guests, offers clear communication and ability to actively listen with empathy. Resolves guest challenges with empowerment to exceed expectations in line with company goals, objectives, vision and values of The Conrad Nashville.

Requirements

Minimum of two (2) years of experience in customer service over the phone required.
Proven interpersonal skills with a track record of positive service interactions.
Basic math skills required for daily operational tasks.
Proficiency in Microsoft Word and Excel required.
Position requires regular, reliable attendance.
Excellent communication and interpersonal skills.
Strong customer service orientation with a focus on guest satisfaction.
Ability to multitask and manage time effectively in a fast-paced environment.
Ability to adapt communication style to suit different audiences including guests, supervisors, and coworkers.
Detail-oriented with strong organizational skills.
Ability to learn and navigate multiple systems and programs efficiently.
Team player with a professional and positive demeanor.
Must be able to speak, read and write English

Nice To Haves

Luxury hotel experience preferred.
Knowledge of POS, Agilysys, KIPSU, Quore, and Hilton OnQ systems preferred.
One year experience in the hospitality or restaurant industry
Must be able to work well under pressure while retaining tact and composure when resolving guest complaints
Fluency in Spanish

Responsibilities

Welcomes and offers guest service to exceed guest expectations at all times, following OnQ steps to ensure the safety and security of our guests and team, has the ability to promote Conrad Nashville benefits and all Hilton programs (inc. yet not limited to: HH, Agilysis / KIPSU / Quore / Estandby)
Demonstrates Conrad Nashville product knowledge including hotel, layouts and guestroom views
Knowledgeable of all in-room dining menu selections, promotes upselling and beverage sales in line with SOP guidelines. With hospitable service, calm tone and accurate listening able to talk through dining alternatives, enter into Agilysis for a timely delivery to our guests
Able to offer guest suggestions for appropriate local entertainment in Nashville
Follows and offers a consistent authentic delivery of Forbes Service guidelines for excellence at all times
Participates in creating, implementing, and executing department culture to maintain all SOP standards
With empowerment to resolve any guest concerns, shows empathy, offers apologies and demonstrates good listening skills with the ability to resolve concerns in a proactive manner, or seek guidance to do so.
Upholds all procedures for VIP guests, security protocol and safety of all
Demonstrates consistent delivery of all SOP standards
Comply with all systems and procedures trained by Front Office Manager / , as Rebates, Upgrade, Cash handling Procedures & all operational POS systems & hotel technology
Promotes Hilton Honors, as to ensure benefits are promoted and enrollments achieved, following all guidelines as trained
Consistently demonstrates positive body language, a clear telephone voice with ability to show empathy, kindness and pro-active thinking in line with SOP & Conrad Nashville service excellence
Embrace the multitasking of many calls during peak hours and higher hotel occupancies
Remains Up-to-date with hotel activities and local knowledge of events to provide accurate information at all times (including yet not limited to: city convention schedules / sports & music events / weather / transportation & traffic)
Ability to speak in a clear calm manner when offering step by step guidance to guests and team members for internet connection / room temperature assistance and a number of other queries
Key co-ordination of guest follow-up requests in an accurate and timely manner
Ability to assist in the role of a key communicator to all emergency services
Remain calm and alert especially during emergency situations