PBX Agent

Job Summary: The PBX Agent is directly responsible for the prompt, efficient, and courteous check in and check out of guests, assisting with room reservations and handling of telephone calls, and for meeting many other guest needs during their stay.

Key Responsibilities

• Promptly handle internal and external telephone calls in a prompt and courteous manner to ensure an enjoyable stay for all guests. 

• Maintain current knowledge of hotel culture, amenities, and services, events in the area, points of interest, and  services in the area.
• Input wake-up call requests into system and perform wake-up calls for guests.
• Take messages and promptly deliver to appropriate guests.
• Properly transfer calls to appropriate departments.
• Listen to all guest complaints. Professionally handle all complaints and if required, seek help from management.
• Make proper record of all guest complaints and forward to front office management.
• Communicate any operational problems to management.
• Stay familiar with different hotel terminologies, events, and groups in-house.
• Knowledgeable of all safety procedures, in case of guest or hotel emergencies.
• Take in-room dining calls and promptly notify the kitchen of orders.
• Keep track of Lost & Found items to ensure accuracy of logs. 
• Update Incoming Package Log.
• Communicate with management, peers, and other departments to ensure guest requests and needs are met and communicated in a timely manner.  
• Protect the privacy of our guests and colleagues at all times.   
• All other tasks and duties as assigned.

Qualifications

• Must be able to communicate proficiently and professionally in the English language, both written and verbal.  
• Prior hotel experience preferred.  
• Display excellent personal presentation and interpersonal skills.
• Display a positive and cheerful demeanor along with a caring personality.
• Opera PMS experience preferred.   
• Working knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).  
• Must be flexible in terms of working hours and schedules. 
• High School Diploma or equivalent; Bachelor’s Degree in Hospitality or other business-related degree preferred. 
• Must be able to work seated at least 8 hours per day.