PBX Operator

Location Charleston, SC
Property DoubleTree Hotel & Suites - Historic Charleston
Date Posted August 17, 2017
Job Type Customer Service

Description

Charleston, SC – The PBX Operator speaks clearly, distinctly, and with a friendly and courteous tone as well as uses listening skills to put callers at ease and obtains accurate, complete information. S/he answers incoming calls and directs them to guest rooms through the telephone console or to hotel personnel or departments.  The PBX Operator takes and distributes messages for guests, provides information on guest services, and answers inquiries about public hotel events.  S/he will be responsible for exemplifying the DoubleTree Culture and the following:

Core Values:

  • Excellence – We are committed to delivering outstanding performance by exceeding the expectations and creating memorable experiences for our guests, team members, and owners
  • Integrity – Be trustworthy and always do the right thing
  • Respect – Each person is honored and we treat each other with kindness
  • Teamwork – We care about each other and always accomplish more together
  • Innovation – To foster a culture that inspires and engages our team members to continually improve our product and services
  • Balance – Continually strive to balance our lives and contribute positively to the community
  • Resilience – We recover and thrive from any challenge or change

Principal Responsibilities:

  • Answers incoming calls
  • Directs call to guest rooms, staff, or departments through the switchboard or PBX system
  • Places outgoing calls
  • Receives guest messages and deliver the same to the guest
  • Logs all wake-up call requests and performs wake-up call services
  • Provides information about hotel services to guests
  • Understand the telephone operator board or PBX switchboard operations
  • Provides paging services for hotel guests and employees
  • Knows what action to take when an emergency call is required
  • Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed
  • Assists in reporting telephone equipment or service complaints and problems
  • Trains or assists with training new telephone operators in performance of job duties
  • To be fully aware of and adhere of health and safety, fire and bomb threat procedures
  • Multitasking abilities will always come in handy, because a switchboard operator may be asked to do other jobs as well
  • Must be polite and courteous while answering the phone
  • Open and close telephone functionality on the hotel front office software
  • Keep records of calls placed and received by all departments and recording the call charges
  • Update directory information on the front office software
  • Provide relay service for hearing-impaired guests
  • Provides a paging service for hotel guests and employees
  • Process guest wake-up calls
  • In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company

Qualifications:

  • High School diploma or equivalent
  • Ability to develop an understanding of concepts, practices, pre-established guidelines and procedures used by the company in relation to guest service is necessary
  • Computer knowledge including intranet and property management systems

Physical Demands:

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
  • While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel, reach with hands and arms, climb or balance, and talk or hear
  • The employee is frequently required to stoop kneel, crouch or crawl and taste or smell
  • The employee must regular lift and or move up to 25lbs – occasionally lift or move up to 50lbs

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