PBX Operator
- Canada
- Permanent
- Full-time
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Ensure that standards are maintained at a superior level on a daily basis.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction and follow up.
- Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
- Maintain complete knowledge of:
- Scheduled daily activities
- In-house groups
- Hotel extension numbers
- Radios carried by hotel personnel
- All special requests (DND, screen calls, NRG, etc.)
- Hours of operation of each outlet
- Features and services provided by the hotel
- Room service menus
- Arrive at your respective assigned working locations, ready to commence work at your designated starting times.
- Maintain professional appearance and follow the personal grooming and uniform standards.
- Attend team briefings to meet with MOD to review daily occupancy, VIPs, groups, sites, events, glitches, etc.
- Meet with the departing Operator to review business status, follow up items and any guest related pending tasks.
- Set up workstation with necessary supplies and resource materials.
- Secure headset to console and log onto system.
- Access all functions of the system.
- Accommodate all telephone, radio, and system requests in a congenial manner.
- Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.
- Route callers to requested guest or hotel personnel/department.
- Place calls on "hold".
- Monitor busy lines; check back with caller on hold to update status and offer to take a message.
- Monitor unanswered lines; return to caller after rings to update status and offer to take a message.
- Take, record and relay messages accurately, completely, and legibly. Activate/deactivate guestroom messages light; accordingly, distribute hotel personnel/department messages to designated location.
- Activate voice mail system for each arriving guest. Offer callers detailed information on voice mail system.
- Access system to print guest messages on PBX printer and contact Bell Stand for delivery.
- Accept, record, and deliver wake-up calls.
- Provide callers with accurate information on hotel facilities and services.
- Accept and process all guest requests for:
- Screening calls
- Do not disturb
- Call forwarding
- Conference calls
- Non-registered guest
- Access system for long distance carrier's foreign language operator.
- Produce downtime report.
- Assist callers with credit card, calling card, collect, overseas and person to person calls.
- Allocate designated surcharges, long distance and operator assisted charges to correct guest room billing.
- Monitor telephone system problems and maintain log of such.
- Document all guest complaints or problems; notify designated department / personnel for resolving the situation.
- Able to send emails in a professional manner.
- Able to communicate effectively with other departments.
- Document all guests requests and follow up with appropriate department to ensure completion and guest satisfaction.
- Assist in reviewing upcoming arrivals, note any comments/requests and set up traces for appropriate department.
- Assist in writing welcome amenity cards for guests.
- Assist in emailing folios of late Minibar and other charges to guests.
- Assist in Room Service phone calls during high traffic hours.
- Assist in Emergency situations as central communication center for hotel and be knowledgeable of Crisis Management & Contingency Plan.
- Report to the MODs any other relevant information or incidents during the shift operations.