Hotel Operator

JOB SUMMARY:

The PBX Operator answers internal and external telephone calls in a friendly and courteous manner, direct call 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 car services, acting as a liaison to all appropriate local Emergency Services.

POSITION AUTHORITY:

The incumbent is authorized to take reasonable action necessary to carry out assigned duties and responsibilities, provided such action is consistent with position guidelines as outlined below.

POSITION GUIDELINES:

Position guidelines include, but are not limited to, established company and department policies and procedures and all supervisory directives.  The incumbent is expected to exercise sound, reasonable judgment and initiative, and give high priority to accuracy and details in the performance of job responsibilities.

ESSENTIAL FUNCTIONS:

• Promptly answer telephone calls speaking clear English
• Greet callers with a positive and clear voice
• Listen to ascertain the correct extension
• Reading and using a moderately complex computer console, and direct calls to appropriate line
• Transcribe complete messages and repeat information to verify accuracy
• Receive wakeup call information, input cautiously into the automated wake-up system and verbally confirm time with the guest
• Page guests and patrons using the public address system in a courteous and understandable manner
• Act as dispatcher for security, guest services, and property operations
• Immediately answer the emergency line, listen to details to identify the nature of the problem, and respond appropriately in accordance with established procedures
• Briefly answer basic inquiries
• File departure registration cards alphabetically and error-free
• Operate facsimile machine to send, receive and log transmissions
• Notify guests using the message function of the computer of the incoming faxes
• Maintain an alert, attentive, calm, and reassuring tone of voice
• Be responsive to guest's requests by communicating their needs to appropriate departments in a prompt and courteous manner
• Other duties and special projects as assigned by the supervisor such as rooms reservations processing, selected GSA functions, development and analysis of PBX reports with regard to call volume, service levels and others

• Any and all other duties as assigned; duties are subject to change as management deems necessary to best serve the needs of Moody Gardens

EDUCATION/ EXPERIENCE REQUIREMENTS:

• High School diploma or equivalent required
• Bachelor's Degree preferred
• No prior experience required, prior hospitality and/or communications experience preferred

REQUIRED SKILLS:

• Must be reliable and responsible

• Ability to read, listen to and effectively communicate in English
• Must possess basic computational skills and computer skills

PHYSICAL REQUIREMENTS:

• Must be able to work in one place for long periods of time