Seasonal PBX Operator/Langham Touch Agent-Part Time - The Langham, Chicago

Langham Hotel • United States,

2d • Onsite

About The Position

This role is responsible for answering internal and external telephone calls in a friendly and courteous manner and directing calls through the hotel switchboard. The position involves inputting wake-up calls and messages into the system, retrieving messages as requested, and actively coordinating communications within the hotel. The PBX Operator acts as a liaison to internal and external guests, receives, logs, and dispatches internal and guest request calls, and follows up on each call for completion. Additionally, the role requires listening to and resolving all guest concerns directed to the department. All Langham Touch/PBX Operators are expected to be fully versed in the Forbes service standards.

Requirements

• Ability to effectively deal with colleagues and guests, some of whom will require high levels of patience, tact and diplomacy.
• Considerable ability to listen effectively and speak English clearly on the telephone in a polite and understandable manner is required.
• Ability to access and accurately input information using a moderately complex system required.
• Ability to read the English language to fully comprehend and communicate clearly all guest messages.
• Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other employees.
• Requires sitting for long periods of time with little latitude for movement.
• Requires the ability to speak clearly and with good diction.
• Requires the ability to receive and proves oral data rapidly and accurately.
• Lifting of 20 pounds with carrying of objects such as dockets, ledgers weighing up to 10 pounds.
• Walking is only required occasionally. No significant amount of standing is required.
• Prior hospitality and/or communications experience preferred.
• Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skill and abilities.

Nice To Haves

• High school diploma preferred.

Responsibilities

• Promptly answer telephone calls and greet callers with a positive and clear voice, listening to ascertain the correct extension.
• Using a moderately complex computer console, direct calls to the appropriate line.
• Transcribe complete messages and repeat information to verify accuracy.
• Input and retrieve messages from the computer as requested.
• Read and verbally recite exact messages for guests.
• Be fully versed on all Food & Beverage related information such as In Room Dining menu, outlet operating hours, and basic Chuan Spa information.
• Know and understand all amenities in guest rooms so that all guest questions can be answered promptly.
• Receive wake-up call information, input cautiously into the automated wake-up system and verbally confirm time to guest.
• Act as dispatcher for security, guest services and property operations employees.
• Log and follow up on the completion of all internal and external requests.
• Briefly answer basic inquiries, e.g., time, extension numbers, outlet hours, etc.
• Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures.
• Initiate emergency response as necessary and legibly document pertinent details.
• Remain calm and polite especially during emergency situations and/or heavy hotel activity.
• Resolve complications and complaints such as missed wake up calls, service failures or missed messages using previous experience and good judgment.
• Ensure sound judgment to escalate pertinent issues to management.
• Prepare summary reports of daily activity and send to management.
• Operate facsimile machine to send, receive, and log transmissions.
• Maintain an alert, attentive, calm, and reassuring tone of voice.
• Be responsive to guest’s requests by communicating their needs to appropriate departments in a prompt and courteous manner.
• Be fully versed on both Forbes service standards and Langham Brand Standards.
• Other duties and special projects assigned by the supervisor, such as room reservations processing, selected Guest Service Agent function, development and analysis of PBX reports regarding call volume, service levels and others.
• Ensure confidentiality of hotel guests and hotel colleagues’ information.

Benefits

• Vacation Pay and Sick/Personal time (in accordance with Chicago Paid Leave and Paid Sick Leave Law)
• 401k plan with Roth option (Employer match up to 4% after one year of employment)
• Pet Insurance, ID Theft Protection Coverage, Prepaid Legal (available for purchase)
• Free meals while on duty
• Uniforms and cleaning of uniforms (for applicable positions)
• Free and discounted hotel stays
• Discounted parking

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED