Hotel Granduca is seeking an energetic and courteous PBX Operator to join the team!
JOB SUMMARY
Answer internal and external telephone calls in a friendly and courteous manner, directing calls through the hotel switchboard. Input wake-up calls and messages into the system, retrieve messages as requested. Actively coordinate communications within the hotel, including emergency procedures, alarms, life safety, natural disasters, and transportation services, serving as a liaison to all appropriate local emergency services. In addition, assist the Front Desk team and other departments as needed, including handling reservation inquiries and taking in-room dining orders.
ESSENTIAL JOB FUNCTIONS
This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The hotel operates 24 hours a day and 7 days a week, so operational demands may require variations in shift days, starting times, and hours worked in a week.
Promptly answer telephone calls, greet callers with a positive and clear voice. Listen attentively to ascertain the correct extension. Use a moderately complex computer console to direct calls to the appropriate line. Requires sitting in a confined space for long periods to continuously perform essential functions.
Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer system as requested. Read and verbally recite exact messages for guests.
Sending pre-arrival communication and updating notes in Opera accordingly.
Assist with room & dining reservation inquiries, including taking and confirming room reservations, processing booking requests, IRD orders, and providing information regarding rates, availability, and hotel amenities.
Receive wake-up call information, input cautiously into the automated wake-up system, and verbally confirm time with guests.
Take in-room dining orders from guests, accurately recording and relaying their requests to the kitchen or room service team while ensuring prompt and courteous service.
Act as liaison between guests and security (engineering), guest services, or engineering. Provide timely information through two-way radios to employees in response to emergencies and guest requests such as plumbing issues, airport shuttle service, etc.
Briefly answer basic inquiries, such as time, extension numbers, outlet hours, etc.
Remain calm and polite during emergency situations and/or heavy hotel activity. Listen to details to identify the nature of problems and respond appropriately in accordance with established procedures. Initiate emergency response as necessary and legibly document pertinent details. Resolve complications and complaints such as missed wake-up calls or missed messages using prior experience and good judgment.
Assist Front Desk personnel when needed, including managing guest requests and check-in/check-out procedures to support team operations.
Adhere to all company policies and procedures.
Follow safety and security procedures and rules.
Understand department fire prevention and emergency procedures.
Utilize protective equipment as required.
Report unsafe conditions to management.
Report accidents, injuries, near-misses, property damage, or loss to management.
Provide a safe work environment by following all safety and security procedures and rules.
Maintain a neat, clean, and well-groomed appearance as outlined in the team member handbook.
Perform any other duties as requested by management.KNOWLEDGE, SKILLS & ABILITIES
The hotel may consider an equivalent combination of education and experience providing the knowledge, skills, and abilities cited below, when applicable.
Any combination of education and experience equivalent to graduation from high school, or any other combination of education, training, or experience that provides the required knowledge, skills, and abilities.
High school diploma preferred.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and help resolve conflicts.
Prior hospitality and/or communications experience preferred.
Ability to access and accurately input information using a moderately complex computer system.
Ability to read the English language to fully comprehend and communicate clearly all guest messages.PHYSICAL DEMANDS
Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other employees throughout the shift.
Considerable ability to listen effectively and speak English clearly on the telephone in a polite and understandable manner.
Occasional twisting, bending, stooping, reaching, standing, and walking.
Frequent talking, hearing, seeing, and smiling.EOE
