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

Careers - Langham Hospitality Group

117d • $21 - $26

About The Position

The primary objective of this position is to answer internal and external telephone calls in a friendly and courteous manner and direct calls through the hotel switchboard. The role involves inputting wake-up calls and messages into the system, retrieving messages as requested, and actively coordinating communications within the hotel while acting as a liaison to internal and external guests. The operator will receive, log, and dispatch internal and guest request calls, following up on each call for completion. Additionally, the operator will listen to and resolve all guest concerns directed to the department, ensuring that all Langham Touch/PBX Operators are fully versed in the Forbes service standards.

Requirements

• High school diploma preferred or equivalent combination of education and experience.
• Prior hospitality and/or communications experience preferred.
• Ability to effectively deal with colleagues and guests requiring high levels of patience, tact, and diplomacy.
• Considerable ability to listen effectively and speak English clearly on the telephone.
• Ability to access and accurately input information using a moderately complex system.
• 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.

Responsibilities

• Promptly answer telephone calls and greet callers with a positive and clear voice.
• Listen to ascertain the correct extension and direct calls to the appropriate line using a moderately complex computer console.
• Transcribe complete messages and repeat information to verify accuracy.
• Input and retrieve messages from the computer as requested.
• 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 to answer guest questions promptly.
• Receive wake-up call information, input it into the automated wake-up system, and verbally confirm the time to the 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 the nature of the problem, and respond appropriately.
• Remain calm and polite during emergency situations and/or heavy hotel activity.
• Resolve complications and complaints such as missed wake-up calls, service failures, or missed messages.
• Prepare summary reports of daily activity and send them 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 requests by communicating their needs to appropriate departments.
• Be fully versed on both Forbes service standards and Langham Brand Standards.
• Perform other duties and special projects assigned by the supervisor.

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
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees