PBX Operator

Hilton Sandestin Beach•Miramar Beach, FL

About The Position

To answer and respond to internal and external calls in a friendly and courteous manner in the hotel’s continuing effort to deliver outstanding guest service and financial profitability.

Requirements

Ability to effectively deal with employees and customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information.
Considerable ability to listen effectively and speak English clearly on the telephone in a polite and understandable manner.
Ability to access and accurately input information using a moderately complex computer system.
Ability to read the English language to fully comprehend and communicate clearly all guest messages.
Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other employees.
Any combination of education, training or experience that provides the required knowledge skills and abilities.

Nice To Haves

High school diploma preferred.
Prior hospitality and/or communications experience preferred.
No special licenses required.

Responsibilities

Responds to guest inquiries and requests and resolve issues via telephone in a timely, friendly, and efficient manner.
Follows up with guest requests to ensure service received is satisfactory.
Provides information and demonstrates knowledge of all hotel facilities and services
Responds to emergencies.
Documents and relays comprehensive, accurate information to proper parties in emergency situations.
Accepts and delivers all messages promptly and accurately, utilizing proper grammar and spelling.
Directs calls to guest rooms ensuring to verify proper security information.
Operates office equipment including, but not limited to, computers, PBX system, fax machine, e-mail, etc.
Dispatches Housekeeping and Engineering calls in a timely manner and follow-up to ensure that tasks are completed.
All other duties as instructed by supervisor.
Operates the facsimile machine to send, receive, and log transmissions.
Notify guests using the message function of the computer of incoming faxes, package and express mail deliveries.
Maintains an alert, attentive, calm, and reassuring tone of voice
Responds to guests’ requests by communicating their needs to appropriate departments in a prompt and courteous manner.
Other duties and special projects, as assigned by the supervisor, such as room reservations processing, selected guest service agent functions, development and analysis of PBX reports with regard to call volume and service levels, etc.