PBX Operator

Sonesta Hotels•New Orleans, LA

12d•Onsite

About The Position

This position handles all incoming communications, assisting with needs and providing services to guests and associates in a courteous and professional manner. Effectively utilize the phone, push to talk radios and alarm systems in the Front Office area. Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process. To appropriately protect confidential guest information and guest room key access according to front office SOP’s. To be generally familiar with check in and check out procedures. Be generally familiar with all hotel rate plans, rate codes and reservation procedures. Be familiar with all hotel amenities (to include Wireless Internet, Travel Pass Program and Laundry Services). To be familiar with all hotel facilities (to include F&B outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space, Parking Garage). To be familiar with the inter-relationship between the different departments (Front Desk, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing) To be familiar with local attractions and businesses. Familiar with all reservation special packages. Answer the phone and push to talk radio with a smile in your voice, greeting both internal and external guests with a warm welcome and meeting all reasonable requests. Direct phone calls to appropriate personnel. Perform other duties & special projects as assigned by the management team. Employee must be able to work swing shifts, weekends, holidays and nights. Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description. Deliver Passionate & Engaging Service to our Guests You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations You will consistently deliver our GUEST model: Greet or welcome everyone, warmly with a smile Use eye and ear contact and guest’s name Establish/anticipate needs Solve and own all requests/complaints Thank everyone

Requirements

One year certificate from college or technical school, or three to six months related experience and/or training or equivalent combination of education and experience
Knowledge of Opera and internet software preferred
Ability to read and comprehend simple instructions, short correspondence and memos
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
Track record of delivering exceptional guest or client experience
Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
Appropriate professional appearance and demeanor
Must be able to work swing shifts, weekends, holidays and nights.

Nice To Haves

Bi-Lingual communications skills a plus

Responsibilities

Effectively utilize the phone, push to talk radios and alarm systems in the Front Office area.
Follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
Protect confidential guest information and guest room key access according to front office SOP’s.
Answer the phone and push to talk radio with a smile in your voice, greeting both internal and external guests with a warm welcome and meeting all reasonable requests.
Direct phone calls to appropriate personnel.
Perform other duties & special projects as assigned by the management team.
Deliver Passionate & Engaging Service to our Guests.
Consistently deliver our GUEST model: Greet or welcome everyone, warmly with a smile Use eye and ear contact and guest’s name Establish/anticipate needs Solve and own all requests/complaints Thank everyone