St. Joe Club & Resorts

  • Switchboard/PBX Operator

    Job Locations US-FL-Santa Rosa Beach
    Posted Date 1 month ago(1 month ago)
    Job ID
    2018-2901
    # of Openings
    1
    Location Name
    WaterColor Inn & Resort
    Category
    Lodging
  • Overview

    Wage Rate: $12.00/hr
    Position Type: Year-Round
    Position Status: Full Time
    Availability:
    Varies. Must be available to work weekends and holidays.
     

    Primary Responsibility

    Provides prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls which transpire through PBX. Also plays an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance.

    Responsibilities

    • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
    • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
    • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
    • Maintain positive guest relations at all times.
    • Resolve guest complaints, ensuring guest satisfaction.
    • Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
    • Maintain complete knowledge of:
    • Scheduled daily activities
    • In-house groups
    • Hotel extension numbers
    • All special requests (DND, screen calls, NRG, etc.)
    • Hours of operation of each outlet
    • Features and services provided by the hotel
    • Set up work station with necessary supplies and resource materials.
    • Secure headset to console and log onto system.
    • Access all functions of system.
    • Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.
    • Route callers to appropriate department within St. Joe , St. Joe Club & Resorts Administration, or St. Joe property.
    • Monitor busy lines; check back with caller on hold to update status and offer to take a message.
    • Monitor unanswered lines; return to caller after rings to update status and offer to take a message.
    • Take, record and relay messages accurately, completely and legibly. Activate/deactivate guest room message light accordingly; distribute hotel personnel/department messages to designated location.
    • Access system to print guest messages on PBX printer and contact Bell Stand for delivery.
    • Accept, record and deliver wake-up calls.
    • Provide callers with accurate information on hotel facilities and services.
    • Accept and process all guest requests for:
    • Screening calls
    • Do not disturb
    • Call forwarding
    • Non-registered guest
    • Assist callers with credit card, calling card, collect, overseas and person to person calls.
    • Document all guest complaints or problems; notify designated department/ personnel for resolving the situation; follow up to ensure completion and guest satisfaction.
    • Assist in emergency situations as central communication center for hotel.
    • Review status of assignments and any follow-up action with on-coming Operator.

    Qualifications

    • Must be a service minded individual with a positive attitude who truly enjoys helping others.
    • Must be quick on their feet and adept at handling stressful situations seamlessly.
    • Background in the service industry preferred.
    • Pleasant and courteous manner essential to employees, service staff and members. Respectful to all the team.
    • Flexible hours are required. May be required to work some weekends and most holidays.
    • Positive attitude that exercises service from the heart, a commitment to servicing the team and quest in a leadership role that displays an optimistic attitude to doing whatever it takes to make our guest, members and staff happy.

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