PBX Operator - Gale Hotels

Job title: PBX Operator

Department: Operations

Reports To: Front Desk Director

FLSA Status: Non -Exempt

SUMMARY:

The PBX Operator relays all incoming, outgoing, and or in-house calls efficiently and professionally. PBX monitors all alarms in the phone systems and notifies appropriate personnel. The operator is expected to have excellent communication skills including telephone, guest/colleague application software communication, and email correspondence.

RESPONSIBILITIES:

• Operate a multi-line telephone system to answer external and internal calls and direct them to the appropriate party.
• Maintain clear communication across the building consisting of hotel and condominium.
• Provide administrative and clerical support, including photocopying, data entry, and filing.
• Keep the switchboard and equipment area organized, clean, and in working condition.
• Answer and aid hotel guests’ requests and questions through the virtual concierge communication program.
• Create, update, and distribute call directory to all departments.
• Answer calls politely and efficiently.
• Provide customer service assistance regarding directions to or from the hotel property.
• Assist guests with providing local area information, activities, and event inquiries.
• Provide customer service assistance for reservation confirmation, hotel amenities, and direct room complaints to respective managerial departments.
• Accurately communicate messages on the answering machine.
• Stay up to date with all training material and Standard operating procedures (SOPs)

QUALIFICATIONS:

• Minimum 1 year of experience as a PBX Operator or a similar role would be advantageous.
• Condo/Hotel experience preferred.
• Able to multitask and prioritize tasks.
• Ability to work flexible hours, including evenings and weekends.
• Proficient in Microsoft Office and emails.
• Excellent customer service and communication skills
• Able to handle multiple tasks in a fast-paced environment.
• Strong problem-solving skills.
• Able to handle a high volume of calls.
• Able to use a multi-line telephone system.

EDUCATION:

• High School degree, GED or Equivalent.

LANGUAGE SKILLS:

• Excellent verbal and written communication skills in English and Spanish (preferred).

REASONING ABILITY:

• Excellent verbal and written communication skills, with the ability to interact effectively with guests, associates, and external partners.
• Ability to work well under pressure and respond quickly and effectively to emergencies.

PHYSICAL DEMANDS:

The physical demands 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 essential functions.

• Push, pull, and lift up to 10 lbs.
• Sitting, waiting, and standing for long and short periods of time.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This job is primarily performed in an office environment with a moderate noise level. While performing the duties of this job, the employee is required to frequently inspect inside and outside areas of the property location and may be exposed to ongoing construction and various weather conditions. The noise level in the work environment may range from moderate to loud.

The above job description describes the primary duties and qualifications for this position. The company reserves the right to modify, add, or remove duties and other duties as necessary.

The candidate for this position is an at-will employee and subject to termination with or without cause or notice.