PBX Operator

No Job Description for a position can possibly include all duties which may be requested by guest or required by the hotel.  The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. The following is a summary of the major responsibilities of the position.     DEPARTMENT:                  Ideal Services JOB TITLE:                            Ideal Services Operator, Night Ideal Services Operator REPORTS TO:                     Assistant Front Office Manager, Director of Front Office   JOB PURPOSE:                   To handle all incoming communication, assisting with needs and providing services to guests and associates in a courteous and professional manner, in accordance with Omni Standards.   ESSENTIAL JOB FUNCTIONS: Effectively utilize the phone, push to talk radios and alarm systems in the Ideal Services area. Be familiar with all systems and equipments as related to Ideal Services (Opera, Alice, Micros POS, Synergy, SALTO, Two-Way Radio Dispatch, ISD Firepanel). Familiarity with parking procedures. Take In- Room Dining orders and enter order into MICRO’s POS system. Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process. Be thoroughly knowledgeable of all Ideal Services/PBX Moments of Service scenarios and be able to execute according to standard. To appropriately protect confidential guest information and guest room key access according to front office SOP’s. To be generally familiar with check in and check out procedures. Maintain 4-Star / 4-Diamond Standards of guest service. Be generally familiar with all hotel rate plans, rate codes and reservation procedures.  Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program,  Laundry Services, and Omni Kids Program). To be familiar with all hotel facilities (to include F&B outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space, Parking Garage). To be familiar with the inter-relationship between the different departments (Front Desk, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing) To be familiar with local attractions and businesses. Familiar with all reservation special packages. Answer the phone and push to talk radio with a smile in your voice, greeting both internal and external guests with a warm welcome and meeting all reasonable requests. Direct phone calls to appropriate personnel. Perform other duties & special projects as assigned by the management team.   Personally, answer all general guest questions and address all guest concerns which do not require management attention before transferring calls to others. Effectively respond to emergency situations and system alarms, maintain a calm composure, contacting appropriate management and following expected procedures. Enter alerts accurately and timely into Opera and Synergy. Engage in proper follow up with affected department to ensure alerts and issues are handled accordingly. Responsible for receiving packages and faxes, recording these items in the GoConcierge system and alerting guests of received packages/faxes and other deliveries in a timely manner. Responsible for tracking and personally delivering wake up calls; delivering wake up calls as scheduled in a professional warm tone. Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications. Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.   QUALIFICATIONS: Prior customer service experience required, prior PBX/Operator experience, preferred. Must have strong communication, computer, and organizational skills. Excellent customer service and problem-solving skills. Maintain a professional business appearance, attitude, and performance. Must be able to work a variety of shifts, including weekends and holidays. Possess an unexpired State of Tennessee Alcoholic Beverage Commission Server Permit or have the ability to obtain one before date of hire.   ENVIRONMENT & POSITION ANALYSIS: Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance. Stand, walk or sit for an extended period or for an entire work shift.  Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.    TOOLS & EQUIPMENT: Desktop computer (Opera, Alice, SALTO, Synergy, Windows, Microsoft Office), printer, telephone, copier, fax machine, push to talk radio dispatch and scanner.