OVERVIEW/BASIC FUNCTION:
Provides prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls which transpire through PBX. Also plays an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance.
RESPONSIBILITIES:
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction and follow up.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of:
o scheduled daily activities
o in-house groups
o hotel extension numbers
o beeper number/radios carried by hotel personnel
o all special requests (DND, screen calls, NRG, etc.)
o hours of operation of each outlet
o features and services provided by the hotel
o room service menus
• Set up workstation with necessary supplies and resource materials.
• Secure headset to console and log onto system.
• Access all functions of system.
• Accommodate all telephone, beeper and page requests in a congenial manner.
• Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.
• Route callers to requested guest or hotel personnel/department.
• Place calls on "hold".
• Monitor busy lines; check back with caller on hold to update status and offer to take a message.
• Monitor unanswered lines; return to caller after rings to update status and offer to take a message.
• Take, record and relay messages accurately, completely and legibly. Activate/deactivate guestroom messages
light accordingly; distribute hotel personnel/department messages to designated location.
• Activate voice mail system for each arriving guest. Offer callers detailed information on voice mail system.
• Access system to print guest messages on PBX printer and contact Bell Stand for delivery.
• Accept, record and deliver wake-up calls.
• Provide callers with accurate information on hotel facilities and services.
• Accept and process all guest requests for:
o Screening calls
o Do not disturb
o Call forwarding
o Conference calls
o Non-registered guest
• Access system for long distance carrier's foreign language operator.
• Produce downtime report.
• Assist callers with credit card, calling card, collect, overseas and person to person calls.
• Allocate designated surcharges, long distance and operator assisted charges to correct guest room billing.
• Monitor telephone system problems and maintain log of such.
• Document all guest complaints or problems; notify designated department/ personnel for resolving the situation;
• Able to send emails in a professional manner
• Able to communicate effectively with other departments.
• Follow up to ensure completion and guest satisfaction.
• Assist in emergency situations as central communication center for hotel.
• Review status of assignments and any follow-up action with on-coming Operator.
• Late mini bar charges.
• All other duties as required.
QUALIFICATIONS:
• Experience: Previous experience in PBX. High-volume telephone call experiences an asset;
• Education: High school diploma.
• General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize,
organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow
directions thoroughly; understand a guest's service needs; work cohesively with co-workers as part of a team; work
with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Technical Skills: Knowledge of Opera, HotSOS. Knowledge of telephone systems; ability to suggestively sell; ability to input and access information in the property management system/computers. Organizational skills; Responsibility, Must demonstrate initiative and team work. Knowledge of food, wine and menu items; Knowledge
of Hotel emergency & safety policies/procedures. Must have demonstrated excellent interpersonal skills, be well organized and work effectively under pressure with minimal supervision. Must have excellent conflict resolution
skills.
• Language: Required to speak, read and write English proficiently. Additional language is an asset.
• Physical Requirements: Must be able to exert physical effort, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding