Telephone Operator

Pyramid Global Hospitality•Palm Coast, FL

About The Position

Pyramid Global Hospitality is hiring a PBX Operator at Hammock Beach Golf Resort & Spa, a luxury Atlantic-coast resort with 285 guest rooms and 114,410 square feet of meeting space. The operator creates a welcoming first impression for callers, provides accurate information about resort amenities and the local area, and helps guests by directing calls and responding to questions, complaints, and requests. The role also includes concierge services, call tracking and follow-up, package handling, and supporting resort emergency procedures.

Requirements

High school diploma or equivalent.
Strong desire to make an impact on other people.
Outgoing and engaging personality.
Computer skills.
Excellent verbal and written communication skills.
Ability to work in a fast-paced setting.
Ability to stand for the duration of the shift.
Availability to work various shifts, including weekends and holidays.

Responsibilities

Answer incoming calls within three rings and direct calls throughout the resort while providing courteous guest service.
Use guests' names and respond promptly to their questions, complaints, and requests.
Dispatch guest calls to the appropriate departments using radios or other devices.
Stay familiar with resort outlets and services and provide accurate information to guests.
Obtain updated information about resort events daily and accurately answer inquiries about them.
Operate the resort telephone and SMS systems accurately to provide courteous and efficient service.
Log and clear guest calls in the HOT SOS system and call-back system.
Follow up on guest calls and complaints.
Perform concierge duties, including making restaurant reservations and assisting with resort activities and off-property attractions.
Log and store guest packages according to procedures.
Maintain the PBX area in a neat and orderly manner.
Know the resort's emergency procedures and play a key role during emergencies.