PBX Operator

Grand Bohemian Orlando•Orlando, FL

About The Position

The overall objective and purpose of the Telephone/PBX Operator position are to manage the telephone system in a friendly and proficient manner. The incumbent is responsible for answering and transferring calls, recording messages, and providing hospitable service. They are to provide the highest level of service in support of the mission, core values, standards, and goals established by the company.

Requirements

Ability to perform all tasks at the PBX location and proficiently use job-related software, property management systems, and office equipment
Ability to remain calm in various situations, use sound judgment and effectively solve problems
Ability to read and interpret documents such as safety rules and procedural manuals
Strong written, verbal, and interpersonal skills
Comprehensive knowledge of office equipment and property management systems
Bachelor’s degree in Business or related training equivalent - required
1+ year of relevant work experience in similar scope and title – required
Experience within luxury brand/markets - required

Nice To Haves

Student or graduate of hotel management – preferred

Responsibilities

Greet and interact with internal and external guests in a genuinely warm and friendly manner using professional and Kessler standard nomenclature
Maintain the integrity of the guests’ privacy, including confidentiality of personal information and key control
Operate the telephone system, answering calls within three (3) rings, using the correct salutation and telephone etiquette
Proficiently screen and transfer calls to the appropriate extension
Process and respond to wake-up calls according to the standard operating procedure
Record messages legibly and completely. Notify guests of messages.
Run daily reports and contingency lists.
Maintain knowledge of room types, hotel amenities and features, hours of operation, and area attractions
Respond promptly to questions, concerns, and special requests. The follow-up to ensure the guest is satisfied
Log guest requests and concerns according to the standard operating procedure. Communicate with departments in a timely manner
Solve problems proficiently
Maintain a neat and organized work area
Maintain the integrity of Company proprietary information and protect Company assets
Maintain complete knowledge in the use of all office equipment, property management systems, and access according to specifications
Maintain complete knowledge and comply with company policies and procedures
Maintain neat, clean, and professional appearance according to standards
Follow all company safety and security policies and procedures. Report accidents, injuries, and unsafe conditions
Welcome and acknowledge guests with disabilities and follow proper procedures to accommodate needs.
Develop and maintain a positive working relationship and support the team to achieve our goals
Attend required training and meetings
All other duties as assigned, planned or un-planned