PBX Operator (DoubleTree by Hilton Portland) - DoubleTree by Hilton Portland

JOB SUMMARY

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

ESSENTIAL JOB FUNCTIONS

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

• Promptly answer telephone calls speaking English, 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.

• 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. May include recording reservations during special hotel programs.

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

• Act as liaison between guest and security, guest services or engineering. Provide timely information through two-way radios to employees in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc.

• Briefly answer basic inquiries, such as time, extension numbers, outlet hours, etc.

• Remain calm and polite especially during emergency situations and/or heavy hotel activity. Listen to details to identify nature of problem and respond appropriately in accordance with established procedures. Initiate emergency response as necessary and legibly documents pertinent details. Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.

• Adheres to all company policies and procedures.

• Follows safety and security procedures and rules.

• Knows department fire prevention and emergency procedures.

• Utilizes protective equipment.

• Reports unsafe conditions to management.

• Reports accidents, injuries, near-misses, property damage or loss to management.

• Provides for a safe work environment by following all safety and security procedures and rules.

• All team members must maintain a neat, clean and well-groomed appearance. (Specific standards outlined in team member handbook).

• Assists other Front Desk Personnel when needed.

• Perform any related duties as requested by management.

KNOWLEDGE, SKILLS & ABILITIES

The Hotel may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicable

• Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.

• 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 help resolve conflicts.

• No prior experience required. Prior hospitality and/or communications experience preferred.

• Ability to access and accurately input information using a moderately complex computer system.

• Ability to read the English language to fully comprehend and communicate clearly all guest messages.

PHYSICAL DEMANDS

• Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other employees throughout the shift.

• Considerable ability to listen effectively and speak English clearly on the telephone in a polite and understandable manner.

• Occasional twisting, bending, stooping, reaching, standing, walking.

• Frequent talking, hearing, seeing and smiling.