Guest Service Communications Coordinator (Evening Shift)

Job SummaryThe PBX Operator/Switchboard Operator serves as the first point of contact for all callers and guests seeking assistance. The role is responsible for providing prompt, courteous and efficient handling of all incoming calls, as well as assistance for outgoing calls which transpire through the PBX system. The PBX Operator/Switchboard Operator also plays an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance.Primary Responsibilities & Essential FunctionsMaintain knowledge of and comply with all departmental policies, service procedures, and standardsMaintain complete knowledge of correct maintenance and use of equipmentMaintain complete knowledge events, including but not limited to, scheduled daily activities, in-house groups, hotel extensions, all special requests, hours of operation for each outlet, features and services provided by the hotel, and all front desk operationsAlways maintain positive guest relations.Document and resolve guest complaints, ensuring guest satisfactionProvide callers with accurate information on hotel facilities and servicesRespond to all incoming telephone calls within 3 rings, using proper salutation and closingRoute callers to appropriate departmentMonitor busy lines; check back with caller on hold to update status and offer to take a message or offer a callbackTake, record, and relay messages accuratelyAccess system to print guest messages on PBX printer and coordinate delivery with Bell StandAccept, record and deliver wake-up callsAssist callers with credit card, calling card, collect, overseas and person to person callsAccept and process all guest requests including but not limited to, screening calls, do not disturb, call forwarding, and non-registered guest callsUtilize property management software to handle guest inquiriesAssist with any front desk operations opening and closing tasksReview status of assignments and any follow-up action with on-coming OperatorAssist in emergency situations as central communication center for hotelAssist as other duties are assignedEducation and ExperienceSufficient education and literacy needed to identify and read product labels and to communicate with guests about job-related needsAbility to read, write, speak, and communicate in basic English preferredPrevious phone customer experience preferredPrevious experience in a related hospitality position preferredKnowledge, Skills, AbilitiesDetail oriented and thoroughAbility to perform consistent work to the highest of standardsAbility to remain discreet and respect the privacy of guestsAbility to interact with guests in a pleasant friendly wayAbility to work in both a team environment and independentlyExcellent time management skillsMust be a service minded individual with a positive attitude who truly enjoys helping othersMust be quick thinking and adept at handling phone callsBackground in the service industry heavily preferredPhysical DemandsWalking, standing for long periods of timeLifting, bending, reaching as neededFrequent keyboardingMust be able to life 25lbsWorking ConditionsPrimarily indoorsPossible exposure to extreme heat or cold depending on seasonPossible exposure to a somewhat noisy environmentThe above statements are intended to describe the general nature and level of work being performed and are not an exclusive list of all duties and responsibilities. The St. Joe Company/St. Joe Resort Operations reserves the right to amend and change responsibilities to meet business and organizational needs. #J-18808-Ljbffr