PBX / Switchboard Operator

Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting-- U.S. Presidents, European Royalty and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.

For more information visit http://thecolonypalmbeach.com

The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place.

JOB OVERVIEW: Answer both internal and external phone calls and provide information about the hotel to the guests.

ESSENTIAL JOB FUNCTIONS:

• Consistently offer professional, courteous and engaging service.
• Ensure that all calls are responded to within 3 rings and using correct greeting and telephone etiquette.
• Operate the switchboard by screening calls, gathering basic information from callers to understand who they need to be transferred to, or answering questions callers may have.
• Transfer callers to the correct person or assist in finding an appropriate person.
• Take messages to relay at a later time or pass on to another team member.
• Receive guest messages and deliver messages to guests.
• Responsible for setting up wake up calls when requested.
• Provide accurate and thorough information about the hotel’s accommodations, packages, promotions, services, and amenities.
• Assist guests with planning and booking hotel, restaurant, package and special event reservations.
• Assist guests with Room Service orders, place orders with Food & Beverage.
• Fully comprehend and efficiently operate all relevant aspects of the hotel’s switchboard.
• Maintain complete knowledge of:
• All hotel features/amenities/services and hours of operations.
• Room availability and daily house count.
• All hotel restaurant food concepts, menu price range, dress code and ambiance.
• All hotel room types, number/names, layout, appointments, amenities and locations.
• All hotel room rates, special packages and promotions.
• Scheduled daily group activities, names and location of meeting/banquet rooms.
• Local events, attractions, holiday schedules.
• Monitor, track, and handle guest comments.
• Monitor and respond to guest complaints following the instant pacification procedure and hotel’s standards.
• Document and handle guest calls and requests for Bell/Valet assistance.
• Place orders and schedule amenities, gift bags, mail, ice or special request items to be delivered to guest rooms in a timely manner.
• Assist Reservations Agents as needed:
• Book and enter room reservation requests using the Property Management System.
• Provide support to guests who have already made a hotel/restaurant reservation by confirming, changing or canceling reservations.
• Assist guests with payment and credit card charges questions.
• Process payments and send confirmation to the guest.
• Update reservations ensuring an excellent and memorable guest experience.
• Ensure revenue is maximized by up-selling guest rooms/amenities.
• Assist the Sales Department with room blocks and group bookings.
• Monitor and maintain cleanliness and working condition of departmental equipment/supplies.
• Prepare work orders for equipment repairs and distribute to Engineering.
• Ensure that all pertinent information is documented in the log book daily.
• Handle emergency calls.
• Maintain knowledge of all safety and emergency procedures and is aware of accident prevention policies.
• Report accidents, injuries, and unsafe work conditions to the supervisor or manager.
• Successful completion of all required trainings/certifications.
• Develop and maintain positive working relationships with others.
• Ensure that the appropriate level of confidentiality and security for all guest and company information is achieved, aiding in creating a feeling of comfort and confidence for guests.
• Comply with quality assurance expectations and standards.
• Perform other duties as assigned by supervisor.

SECONDARY FUNCTIONS:

• Assist with the daily operations of the Front Desk, when needed.
• Assist Front Desk staff with guest room tours.
• Retrieve theater tickets, flowers and other items as requested.

Qualifications

STANDARD SPECIFICATIONS:

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the associate will possess the abilities or aptitudes to perform each duty proficiently.

Essential:

• High School Diploma or equivalent.
• Previous guest service or hospitality experience, preferably in a luxury hotel/resort.
• Thorough knowledge of hotel services and amenities.
• Availability to work holidays, weekends and periods of high demand.
• Computer Skills - Proficient with Microsoft Office Suite or related software.
• Proficient with a hotel PMS and Switchboard PBX.
• Oral Comprehension - demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension - demonstrates understanding of written sentences and paragraphs in work-related documents.
• Writing - communicates effectively in writing as appropriate for the needs of the audience.
• Excellent guests service skills.
• Excellent telephone etiquette skills.
• Ability to operate Hotel’s PBX system and manage heavy volume of phone calls.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Previous data entry experience.

Desirable:

• Previous switchboard operator experience.
• Previous five-star guest service training.
• Fluent in a secondary language.

Essential:

• Ability to enforce hotel’s standards, policies and procedures with Bell/Valet staff.
• Ability to prioritize and organize work assignments.
• Ability to be a clear thinker in pressure situations and exercise good judgments.
• Ability to work well under pressure.
• Excellent communications skills.
• Ability to focus on time sensitive guest requests and tasks.
• Ability to understand guest inquiries and provide responses.
• Ability to focus attention on guests' needs.
• Ability to remain stationary at assigned post for extended periods of time.
• Ability to maintain confidentiality of guests and pertinent hotel information.
• Ability to ensure security of guest room access and hotel property.
• Ability to work with minimal supervision.
• Ability to ensure security and confidentiality of guest and employee information and materials.
• Ability to work cohesively with other departments and co-workers as part of a team.

Physical Requirements:

• Prolonged periods of sitting.
• Ability to remain stationary at assigned post for extended periods of time.
• Continuous movement throughout hotel.
• Able to grasp, lift and/or carry, push, pull, or otherwise, move goods weighing a maximum of 25 lbs.