PBX/Reservations - Apache Casino Hotel

Job Description

Position: PBX Operator/Reservations

Department: Hotel

Reports to: Guest Services Manager

FLSA Status: Non-Exempt, Full Time/Part Time Hourly

Minimum Qualifications

• High school diploma or GED preferred


• Knowledge, skills and abilities to work with personal computers and telephone systems


• Fluent in English, with the ability to read and interpret a variety of instructions furnished in written, oral, diagram, or schedule form


• Pleasant phone voice with the ability to take care of basic customer service issues

Essential Job Functions

• Portray a positive attitude under all circumstances, understand and represent the core values of Apache Casino Hotel and live the mission of providing exceptional service at all times


• Accurately utilize the features of the Avaya telephone soft consoles, headsets, and other related equipment to answer multiple incoming telephone lines


• Pleasantly greet each caller with genuine enthusiasm in a timely manner using an approved script for greeting and closure of all calls, using a friendly, courteous, and professional demeanor


• Accurately utilize the features of LMS to book reservations for all guests, casino guests, and group affiliations


• Respond to reasonable guest requests or place guest in contact with appropriate person for assistance


• Quickly and accurately respond to disaster and emergency situations while remaining calm


• Orient and mentor new team members


• Adept at multi-tasking, to make reservations for callers, provide details about the hotel, and information as appropriate


• Work effectively with team members, supervisors and regulatory agency personnel

Additional Job Functions

• Stay current on casino promotions to provide information to guests upon request


• Maintain confidentiality of business and financial matters and information related to the property, tribal owners, partners, guests, team members, etc.


• Practice safety standards at all times. Verbally report all safety issues to hotel maintenance immediately and issue work order through Info Centre


• Follow all universal precautions, blood borne pathogen and Personal Protective Equipment (PPE) procedures as required


• Maintain a safe work area. Know where to get information, how to read product labels and Material Safety Data Sheet (MSDS), and know when and how to warn others about hazards. Adhere to and comply with all safety regulations when handling chemicals according to MSDS


• Report equipment malfunctions promptly to the supervisor and Info Centre


• Provide assistance to other team members to contribute to the smooth operation of the department and the hotel


• Adjust work priorities as necessary. The hotel operates 7 days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands and team members may be asked to work shifts other than those they prefer or normally work and overtime as required


• Maintain security of equipment, keys and supplies issued each day


• Promote excellent guest service by practicing courteous, tactful and patient manners with other team members, management, guests, vendors and other members of the general public. Always practice the 5/10 rule:
  • When passing guests or team members within a 10-foot radius make eye contact
  • When passing guests or team members within a 5-foot radius, acknowledge and greet verbally greet with “Good Morning, Afternoon, Evening”


• Understand and comply with the Eye Hi Goodbye program


• Immediately report any suspicious activities by guest or others


• Adjust work priorities as necessary. The hotel operates 7 days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands, and team members may be asked to work shifts other than those they prefer or normally work, and overtime as required


• Perform other related duties as may be assigned

Core Competencies

• Adhere to and act in accordance with all casino policies and procedures, and applicable federal, state and local regulations


• Competency to follow detailed procedures and ensure accuracy in documentation and data; carefully monitor processes; concentrate on routine work details and organize and maintain a system of records


• Ability to clearly present information verbally and in writing; actively listen and talk with guests and team members


• Demonstrate a high level of service delivery to ensure guest and team member satisfaction; handle service failures and prioritize guest and team member needs


• Capability to remain open-minded and change opinion on the basis of new information; perform a wide variety of tasks and change focus quickly as demands change; manage transitions effectively from task to task; adapt to varying team member and guest needs


• Prepare for known problems and opportunities in advance; willingness to undertake additional responsibilities and respond to situations as they arise


• Maintain high standards despite pressing deadlines; produce accurate work product; test new methods thoroughly; reinforce excellence as a fundamental priority


• Capable of using tact, maintaining confidences, and fostering an ethical work environment; giving proper credit to others, and handling situations honestly


• Ability to adapt behavior to others’ styles, interact with people who have different values, culture, or backgrounds, be of service to difficult people, optimize the benefits of having a diverse workforce


• Able to develop rapport with others and recognize their concerns and feelings; build and maintain long-term associations based on trust; help others


• Act in accordance with established guidelines; follow standard procedures in crisis situations; communicate and enforce organizational policies and procedures; recognize and constructively conform to written rules or practices


• Share due credit with team members; display team spirit, enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from coworkers


• Ability to operate various types of equipment used in your department

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands and work environment characteristics described are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the team member is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The team member is required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The team member must occasionally lift up to 35 pounds and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

While performing the duties of this job, the team member is regularly exposed to risks associated with travel between buildings and back and forth to other areas as may be required due to business demands. The team member is occasionally exposed to fumes or airborne particles, including second-hand environmental smoke. The noise level in the work environment varies from light to moderate. Flashing lights from slot machines and band lighting.

At a minimum, the selected candidate will be required to pass a background check and a drug-screening test.