PBX Operator

B.F. Saul Company Hospitality Group•Washington, DC

3d•Onsite

About The Position

The PBX Operator is the communications hub of the Hotel. The PBX Operator answers all incoming calls in a professional and courteous manner, connecting callers with the appropriate extensions, taking messages where necessary.

Requirements

High School diploma, general education degree, or international equivalent or three to six months experience in a related field required.
General computer experience required.
Must have good knowledge of English, ability to speak clearly read and write.
Must have an excellent calm professional telephone voice.
Must be able to listen or read instructions, memos, short correspondences and messages.
Must have ability to write memos, short correspondences or messages.
Must have basic number knowledge, ability to add divide, subtract and multiply basic two-digit numbers.
Ability to carry out detailed but uninvolved instructions both written and oral, using common sense understanding required.
Ability to deal with problems in a calm professional manner required.
Ability to sit in a confined environment for long periods required.
Ability to use a computer screen for long periods required.
Ability to talk and listen through a headset for long periods required.
Must be able to work well under pressure and emergency situations.

Nice To Haves

Customer service experience preferred.

Responsibilities

Answer all external calls to the hotel and connect the caller with their desired party.
Provide all callers with information that may be requested with regards to the hotel.
Answer all internal calls and assists the guest in any way they need.
Operator should be able to answer any questions with regards hotel information, including operating hours.
Operator should be able to provide callers with information regarding the local area and/or direct the caller to the appropriate department.
Communicate and log requests and calls to other departments via the telephone and radio.
Follow through to ensure that guest requests are handled in a timely manner.
Is empowered to do whatever is needed to make any guest of the hotel happy within reason.
Communicate any guest issues to the manager on duty.
Monitor security screens in office and report any suspicious activities to the manager on duty and/or the Director of Security.
Take all guest wake up requests and log them.
Ensure wakeup calls are performed in a timely manner, following proper procedures.
Responsible for communications during fire safety and has an in-depth knowledge of all fire procedures.
Assist with front office operational tasks where appropriate.
Keep log of daily activities.
Perform any other reasonable duties as required and directed.