PBX Operator - Swing Shift - Grand Desert Resort

Travel + Leisure Co.•Las Vegas, NV

2d•Onsite

About The Position

The At Your Request PBX Operator is responsible for ensuring efficient communication within, to and from the hotel while maintaining attentive, courteous and efficient customer service. This role handles incoming and outgoing calls in an attentive and professional manner according to standard operating procedures. The position involves operating switchboard equipment, assisting guests with voice mail, and dispatching maintenance and housekeeping staff to guest rooms as needed. Success in this role requires maintaining positive customer and associate relationships, ensuring compliance with resort operating procedures, and embodying the company's Count On Me philosophy.

Requirements

High School diploma or equivalent.
Excellent communication skills.
Basic understanding of telephone switchboard and PBX equipment and systems.
Ability to read and comprehend routine instructions, short correspondence and memos.
Ability to give high priority to customer service.
Ability to solve problems with a minimum of guidance.
Ability to read, write and understand English.
Must maintain a professional appearance and a Can-Do, positive attitude.
Ability to multi-task and work in a fast paced environment.
Must be people oriented and able to work independently or with others.
Must be able to easily and frequently change from one activity to another while operating a switchboard or computer keyboard.
Six months customer service experience.
Six months of switchboard / PBX experience.

Responsibilities

Operate switchboard, intercom and two-way radio to relay incoming, outgoing and interoffice calls and messages.
Furnish information/phone numbers to callers or refer the caller to the appropriate resort personnel, sales, marketing or outside vendor.
Assist guests with voice mail.
Dispatch maintenance and housekeeping staff to guest rooms as needed.
Respond appropriately to guest inquiries and concerns to ensure total guest satisfaction.
Handle guest issues to resolution and escalate concerns to management as required.
Make appropriate service recovery recommendations.
Promote team work and quality service through daily communications and coordination with other departments.
Ensure compliance with Internal Audit, Quality Assurance, Loss Prevention, and Resort Operating Procedures.
Continuously exhibit the company’s Count on Me philosophy.