PM PBX Operator

HEI Hotels & Resorts•New Orleans, LA

11d

About The Position

Support the Front Office by providing superior guest service and handling guest issues and requests received by telephone, with the goal of addressing and resolving problems efficiently and promptly. The role answers and directs calls, records and retrieves guest messages, arranges wake-up calls, pages guests and associates, and dispatches associates in response to emergencies and guest requests. The operator must remain calm and polite during emergencies and busy periods, follow established emergency procedures, and document relevant details. The position requires sitting in a confined space for extended periods while performing essential duties.

Requirements

Communicate well with guests.
Effectively deal with associates and customers, including people requiring 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 in close proximity to other associates, with or without reasonable accommodation.
Demonstrate effective verbal and written communication skills and adapt communication style to different audiences.

Responsibilities

Promptly answer telephone calls and greet callers in a positive, clear manner.
Listen to callers to identify the correct extension and direct calls using a moderately complex computer console.
Transcribe complete messages, repeat information to verify accuracy, enter and retrieve messages, and read exact messages to guests.
Receive wake-up call information, enter it into the automated wake-up 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.
Use paging systems and two-way radios to relay information to associates in response to emergencies and guest requests, including plumbing issues and airport shuttle service.
Answer basic inquiries about the time, extension numbers, and outlet hours.
Answer the emergency line promptly, identify the nature of the problem, follow established procedures, initiate emergency response as necessary, and legibly document pertinent details.
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.
Comply with attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.