PBX Agent/Telephone Operator

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Job summary – To be responsible for answering and responding to internal and external calls in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

Essential Duties and Responsibilities – (Key Activities)

The following are specific responsibilities and contributions critical to the successful performance of the position:

Switchboard Responsibilities:

• Maintain and update property telephone directory
• Programming of phones and switch
• Report issues with phones and systems
• Maintain inventory of guest room phones
• All incoming calls are answered with the appropriate greeting and directed to appropriate staff/departments.
• Monitor calls though Unifocus and follow up with the respective departments in case of escalation 
• Dispatch housekeeping and engineering guest calls 
• Record service requests
• Follow up to ensure calls are completed
• Analyze service reports to improve productivity
• EGG reporting, analysis and follow up
• Provide training to new team members on phone switch (including but not limited to using the DND function)
• Inform Managers on Duty of any guest complaints or 9-1-1 calls

Administrative Responsibilities:

• Posts room charges and taxes to guest accounts.
• Post charges to the guest accounts that have not been posted or were incurred on the night audit shift.
• Transfer charges and deposits to master accounts.
• Double check all routing and deposits for accuracy. 
• Input mini bar postings and ensure posting accuracy
• Audit Daily Cashier postings
• Assist Front Office Managers with staff Cashier Training
• To verify that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated in to PMS system.
• To Verify that all charges posted from the POS Software, reached the correct guest folios and are not missing.
• Verifies all account postings and balances.
• Verifies that room rates are correct and posts those rates to guest accounts.
• Answer telephone and email inquiries in a timely manner. Respond to all Guest Preference Forms on a daily basis. Effectively share and communicate areas for additional follow up to necessary departments
• Handle credit card authorization form process (once received, ensure that reservation is in system, add notes, set up routing, verify card is valid, submit authorization to accounting once processed)
• Review daily cancellations/no-shows charges - (Compare no-shows with overnight MOD Pass-On. Make sure they match. Usually if a reservation is reinstated, it will not be on the MOD Pass-On as a no-show. Update the cancellation/no-show Excel Spreadsheet.) 
• Post no-show room revenue 
• Review arrivals report and trace amenities, specific requests and keep profile notes updated/organized
• Monitor PBX emails and Front Office emails –ensure folio requests and other inquirires are responded to in a timely manner. 

This list of essential functions is not exhaustive and may be supplemented as necessary.

Experience – 

• Minimum two year’s hospitality experience.  Hotel reservation and/or front office experience preferred. 

General Skills –

• Excellent organizational skills, flexibility.
• Excellent interpersonal skills. Superior oral/written communication skills; ability to interact successfully with all levels.
• Excellent telephone etiquette.
• Tact and good judgment and proven experience interacting with customers and hotel management.

Technical Skills –  

• Strong technical skills in Word, Excel, Outlook along with good internet navigation skills

• Experience with hotel PMS systems and operational proficiency.

• Knowledge of general office equipment (e.g., Switchboard, Telephones Systems, fax machine, copy machine, printers).

Education or Certification -

• College Degree preferred 

Language -

• Required to speak, read and write English, with fluency in other languages preferred

Others –

• While this is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.