PBX/Telephone Agent

KOLTER HOSPITALITY GROUP•St. Petersburg, FL

2d•$17 - $17•Onsite

About The Position

The PBX/Telephone Agent answers and directs incoming calls from inside and outside the hotel, takes Room Service orders, identifies guest needs, and handles requests. The role also dispatches department staff by two-way radio and telephone. The agent provides courteous telephone service, coordinates guest deliveries and messages, responds to questions and requests, and assists with front desk duties when directed by leadership. The position is full-time at Hilton Bayfront St. Pete in St. Petersburg, Florida, with a listed hourly salary of $16.75. The job shift is listed as “Any.”

Requirements

High school diploma or GED.
Prior hospitality experience required.
Ability to read and write to facilitate communication.
Basic computer skills.
Basic computational ability.
Ability to sit at a desk for up to 8 hours per day.
Pre-employment drug test and background check required.

Responsibilities

Answer and direct external incoming calls following Westin telephone etiquette, and answer internally generated guest and delivery-related team member calls.
Greet guests cheerfully and pleasantly, using guests’ names at least three times during a conversation.
Dispatch delivery, security, banquets, engineering, housekeeping, and other staff to the appropriate personnel by radio or telephone.
Take Room Service orders by telephone, enter them in the POS system, communicate special instructions to the kitchen and expeditors, upsell orders, and post charges and settle tickets when needed.
Take call-in amenity and hospitality orders and organize deliveries to guests.
Answer guest questions, assist with needs, and ensure requests are followed through and completed.
Accept and relay guest messages manually, in writing, or through the voicemail system.
Take wake-up call requests and ensure guests receive calls at the requested time.
Maintain up-to-date knowledge of hotel and area events and activities to provide accurate and prompt information.
Communicate guest dissatisfaction or problems to management.
Respond calmly and effectively to emergencies according to hotel guidelines.
Assist with front desk duties when needed as directed by leadership.