PM PBX Operator

HEI Hotels and Resorts•New Orleans, LA

About The Position

The PM PBX Operator supports the Front Office by providing superior guest service over the telephone, addressing and resolving guest issues and requests efficiently and promptly. The position answers and routes calls, manages guest messages and wake-up calls, pages guests and associates, and dispatches staff in response to emergencies and guest requests. The operator is expected to remain calm and courteous during busy periods and emergency situations, follow established procedures, document relevant information, and perform other related duties as assigned.

Requirements

Communicate well with guests.
Effectively deal with associates and customers, including people who require patience, tact, and diplomacy to defuse anger and collect accurate information.
Access and accurately enter information using a moderately complex computer system, with or without reasonable accommodation.
Sit and continuously perform essential job functions in a confined space near other associates, with or without reasonable accommodation.
Demonstrate effective verbal and written communication skills.
Adapt communication style to different audiences, including supervisors, coworkers, and the public.

Responsibilities

Promptly answer telephone calls and greet callers in a positive, clear voice.
Determine the correct extension and use the computer console to direct calls to the appropriate line.
Transcribe complete messages, repeat information to verify accuracy, and enter or retrieve messages in the computer as requested.
Read exact messages aloud to guests.
Receive wake-up call information, enter it into the automated system, and verbally confirm the time with the guest.
Page guests and patrons courteously and clearly using the public address system.
Dispatch Security, Guest Services, and Property Operations associates, using the paging system and two-way radios to respond to emergencies and guest requests.
Answer basic inquiries, including questions about the time, extension numbers, and outlet hours.
Answer the emergency line immediately, identify the nature of the problem, respond according to established procedures, initiate an emergency response when necessary, and document pertinent details legibly.
Remain calm and polite during emergencies and periods of heavy hotel activity.
Resolve complications and complaints, such as missed wake-up calls or messages, using experience and good judgment.
Follow attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.