PBX Operator

Sonesta International Hotels Corporation•New Orleans, LA

13h•Onsite

About The Position

This position handles all incoming communications, assisting with needs and providing services to guests and associates in a courteous and professional manner. The role involves effectively utilizing phone, push-to-talk radios, and alarm systems. The PBX Operator must be familiar with guest scenarios, follow up on requests and concerns, and adhere to the service recovery process. Protecting confidential guest information and key access according to front office SOPs is crucial. General familiarity with check-in/check-out procedures, hotel rate plans, reservation procedures, amenities (Wireless Internet, Travel Pass Program, Laundry Services), facilities (F&B outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space, Parking Garage), the inter-departmental relationships, and local attractions is required. The position also involves answering phones and radios with a positive tone, directing calls, and performing other duties as assigned. The employee must be able to work swing shifts, weekends, holidays, and nights, and may be expected to assist in other hotel areas as needed. The role requires delivering passionate and engaging service by recognizing individual guests, anticipating needs, and exceeding expectations using the GUEST model (Greet, Use eye/ear contact and guest’s name, Establish/anticipate needs, Solve and own all requests/complaints, Thank everyone).

Requirements

One year certificate from college or technical school, or three to six months related experience and/or training or equivalent combination of education and experience
Knowledge of Opera and internet software preferred
Ability to read and comprehend simple instructions, short correspondence and memos
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
Track record of delivering exceptional guest or client experience
Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
Bi-Lingual communications skills a plus
Strong communication skills
Appropriate professional appearance and demeanor

Nice To Haves

Knowledge of Opera and internet software

Responsibilities

Effectively utilize the phone, push to talk radios and alarm systems in the Front Office area.
Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
Appropriately protect confidential guest information and guest room key access according to front office SOP’s.
Be generally familiar with check in and check out procedures.
Be generally familiar with all hotel rate plans, rate codes and reservation procedures.
Be familiar with all hotel amenities (to include Wireless Internet, Travel Pass Program and Laundry Services).
Be familiar with all hotel facilities (to include F&B outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space, Parking Garage).
Be familiar with the inter-relationship between the different departments (Front Desk, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing).
Be familiar with local attractions and businesses.
Familiar with all reservation special packages.
Answer the phone and push to talk radio with a smile in your voice, greeting both internal and external guests with a warm welcome and meeting all reasonable requests.
Direct phone calls to appropriate personnel.
Perform other duties & special projects as assigned by the management team.
Deliver Passionate & Engaging Service to our Guests.
Consistently deliver our GUEST model: Greet or welcome everyone, warmly with a smile; Use eye and ear contact and guest’s name; Establish/anticipate needs; Solve and own all requests/complaints; Thank everyone.