What are the responsibilities and job description for the PBX Operator position at Hyatt?
Provides central communications point for hotel operations through answering all incoming hotel phone calls in a prompt, friendly and courteous manner.
Position Responsibilities and Qualifications:
Education & Experience:
Basic reading and writing skills with some prior switchboard experience preferred.
Physical Demands:
Long hours sometimes required, including nights and weekends.
Ability to sit in a chair throughout the entire shift.
Required Competencies
Must be able to convey information and ideas clearly, both oral and written.
Must work well in stressful, high-pressure situations.
Must be able to evaluate and select among alternative courses of action quickly and accurately.
Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.
Must have the ability to assimilate complex information, data, etc. from disparate sources and consider adjust or modify to meet the constraints of a particular need.
Must be able to work with and understand financial information and data, and basic arithmetic function.
Responsibilities that may include any and all of the following:
Provides courteous, efficient telephone service to guests and public; accurately records messages and promptly notifies guest or hotel employees.
Provides wake-up calls to guest rooms personalized or automated.
Provides guest with local directions and general information in a courteous and accurate manner.
Maintains an accurate listing with current status of all registered guests.
Records incoming packages, mail or faxes and promptly notifies guests.
Acts as central communications point during emergency situations by having thorough knowledge of safety and security procedures and having phone numbers of local fire, police, poison control, etc.
Operates in-house paging system as well as base communications with security and maintenance departments.
Respond quickly to guest requests or complaints in a friendly manner. Follows up to ensure guest satisfaction.
Provides a professional image at all times through appearance and dress.
Follows company policies and procedures.
Note: Other duties as assigned by supervisor or management
Relationships:
Internal: Engineering: To relay guest needs for service.
Accounting: To seek credit approval for payment processing.
Housekeeping: To relay guest needs for service.
External: Hotel guests: To sell and provide customer service; to resolve problems.
Valet Service: To provide customer service
Transportation Companies: For guest transportation, Lost Bags, Distressed Passengers
Local Businesses: To provide information for guests; develop relationships
This position is at a location where Hyatt is not the employer. The employer of individuals working at this hotel may be a third-party management company that is responsible for all employment benefits and obligations at this location.
