PBX Operator

Azul Hospitality•Koloa, HI

2d•Onsite

About The Position

The PBX Operator serves as the main point of contact for all guest requests and needs. Responsibilities include answering calls, recording guest requests, and conducting wake-up calls. This position operates the hotel switchboard efficiently and professionally, directs calls, monitors and tracks guest requests, and ensures timely completion. The operator utilizes hotel radio systems for inter-departmental communication and provides manual guest wake-up calls with a second reminder offer. General administrative duties such as preparing welcome letters, key packets, and reports are also part of the role. The operator must have knowledge of reservations, cancellation, and walk procedures, and maintain extensive knowledge of the hotel's services, facilities, and local attractions to provide accurate information and directions. Adherence to privacy, security protocols, and company procedures is essential. Additionally, the operator assists with handling mail, packages, facsimiles, and guest items. Supportive functions include assisting with any guest inquiry, following all company and safety/security policies, reporting maintenance problems, safety hazards, accidents, or injuries, and performing other reasonable job duties as requested by direct and indirect supervisors.

Requirements

Must be able to speak, read, write, and understand the primary language used in the workplace (English fluency required).
Requires good communication skills, verbal, written and electronic.
Must have excellent leadership capability and customer relations skills.
Must be detail oriented with outstanding organizational and communication skills.
Must possess basic computer skills.
Must possess basic computational ability.
Ability to effectively deal with internal and external customers some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.
Knowledgeable about basic function of Windows OS, MS Office, PMS, PBX, Key system and POS.
Self-driven and able to work independently.
Exceptionally strong in issue resolution and proven analytical skills with a strong attention to detail.
High school or equivalent education required.

Nice To Haves

Experience in the hospitality industry preferred.

Responsibilities

Handle incoming and outgoing phone calls.
Operate the hotel switchboard in an efficient, courteous, and professional manner to provide quality operations which maximize guest satisfaction.
Direct phone calls to the appropriate departments.
Monitor and track guest requests.
Ensure guest requests are completed in a timely manner.
Utilize hotel radio systems to communicate with other departments.
Provide guest wake-up calls done manually with offer of second reminder.
Understand paging functions, radio functions, and conference calling.
Perform general administrative duties such as preparing welcome letters, key packets, reports, etc.
Have knowledge of reservations and procedures, take same day reservations.
Know the cancellation procedures and walk procedures.
Maintain an extensive knowledge of the hotel, its services, and facilities.
Along with a general knowledge of the city where the hotel is located and its attractions.
Be able to accurately give directions and information regarding the immediate and metro area.
Ensure all privacy and security protocols are followed as well as departmental and company procedures.
Assist with handling mail, packages, facsimiles, and guest items.
All other duties assigned by manager or supervisor.