PBX Operator - Cooperstown, United States - The Otesaga Resort Hotel

Description

Job Description

Reports to: Front Office Manager

Job Summary

As a PBX Operator, you will be responsible for providing 'Gracious Hospitality', setting the stage for an excellent guest experience with your welcoming smile and service. By understanding the guests' unique stories and needs, you will own their experience to create WOW memories they will carry with them far and beyond their stay with us.

Essential Job Functions

To successfully perform this job, an individual must perform each essential duty listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

• Answer, record, log, and process all guest calls, requests, questions, or concerns. Operate telephone switchboard station.
• Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
• Advise guest of any messages received. Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
• Receive, record, and relay messages accurately, completely, and legibly.
• Activate/deactivate guest room message lights as appropriate. Instruct guests on how to access the internet; transfer guests with problems to provider's customer support line.
• Test communications equipment to ensure it works properly.
• Respond to special requests from guests with unique needs.
• Contact appropriate individual or department as necessary to resolve guest call, request, or problem.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Dispatch bell staff or valet staff as needed.

Required Experience:

• Telephone/Service Operations experience preferred, but not required.
• Reliably commute to work

Knowledge, Skills, & Abilities

• Ability to work nights, weekends & holidays as required
• Required to maintain a clean, professional, and groomed appearance and adhere to all company policies.
• Using professional language and following proper etiquette.
• Responsible for maintaining a safe work environment and reporting any accidents or unusual behavior/conditions to manager.
• Providing a warm welcome and recognizing all guests.
• Outstanding guest service skills
• Ability to clearly communicate both verbally and in writing

Physical Requirements:

These physical requirements for this position may be accomplished with or without reasonable accommodations.

While performing the duties of this job, the employee is regularly required to stand, and/or move for extended periods of time (approximately 8 to 10 hours), twist at the neck and trunk, bend at the waist and stoop, kneel, crouch, or crawl. The employee is frequently required to reach with hands and arms overhead, above shoulders, and horizontally. Employees frequently use their hands to handle objects and tools and operate service equipment. The employee must regularly lift and/or move/push/pull up to 50 pounds by himself and 100 pounds with assistance. The employee will also frequently ascend and descend stairs.

Work Conditions: The position will be required to work evening, weekend, and holiday hours. While performing the duties of this job, the employee generally works in an indoor and outdoor to heat. The noise level in the work environment is usually moderate but may be loud dependent on specific work site and/or equipment operation. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.