PBX Operator - Hotel Cleveland Autograph Collection

Job Title

Answer internal and external telephone calls in a friendly and courteous manner, direct calls through the hotel switchboard. Input wake up calls and messages in to the system, retrieve messages as requested. Actively coordinate communications within the hotel including emergency procedures, alarms, life safety, natural disaster, and House car services, acting as a liaison to all appropriate local Emergency Services.

Essential Job Functions

1. Promptly answer telephone calls, greet callers with a positive and clear voice. Listen to ascertain the correct extension. Reading and using a moderately complex computer console, direct calls to appropriate line. Requires sitting in a confined space for long periods of time to continuously perform essential functions.

2. Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested. Read and verbally recite exact messages for guests.

3. Receive wake up call information, input cautiously into the automated wake-up system and verbally confirm time to guest.

4. Page guests and patrons using the public address system in a courteous and clear manner.

5. Act as dispatcher for security, guest services and property operations curators. Provide timely information via paging system and two way radios to associates in response to emergencies and guest requests such as plumbing problems, House car service, etc.

6. Briefly answer basic inquiries, time, extension numbers, outlet hours, etc.

7. Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures. Initiate emergency response as necessary and legibly document pertinent details.

8. Remain calm and polite especially during emergency situations and/or heavy hotel activity. Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.

9. Perform any other job related duties as assigned.

Requirements

Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone.

Strong customer-relation skills with a total commitment to guest satisfaction. Must be a "people-person" who thrives on public contact.

Ability to effectively deal with internal and external customers some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

Professional appearance and mannerism.

Knowledge of computer keyboard and printer operation. Ability to accurately and efficiently input information into computer systems.

Ability to work quickly and thoroughly when under pressure.

Knowledge of hotel facilities and features.

Ability to attend to more than one task at a time.

Ability to maintain excellent attendance and punctuality.

Experience

Customer Service experience preferred.