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Requisition Number 17-0105
Post Date 5/19/2017
Title PBX Operator
City New Orleans
State LA
Description

Summary
The PBX Operator creates a positive guest experience by answering the phone, trafficking information around the hotel and solving problems.

Essential Functions
To perform the PBX Operator position successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities
•  Answer the phone and greet callers with a warm tone of voice

•  Manage telephone traffic

•  Answer outside and inside calls from guests and associates and facilitate communications between departments via phone, radio and/or pager

•  Ensure guest satisfaction by following up on guest, associate and departmental requests

•  Schedule and perform guest wake up calls

•  Follow a set series of procedures driven by hotel policy during different types of emergencies

•  Perform additional responsibilities as needed

•  Take care of any additional guest and associates needs to include but not limited to entering orders in HOTSOS when Engineering is closed

•  Know the standards of service for a 4-diamond hotel and meet them on a daily basis

•  Other duties as assigned

Requirements

Competency
To perform the PBX Operator position successfully, an individual should demonstrate the following competencies:

•  Customer Service - Manage difficult or emotional customer situations; respond promptly to customer needs; respond to requests for service and assistance; meet commitments

•  Interpersonal - Focus on solving conflict, not blaming; maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to the ideas of others; try new things

•  Problem Solving – Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics

•  Technical Skills - Assess own strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others

•  Oral Comunication - Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings

•  Team Work - Balance team and individual responsibilities; exhibit objectivity and openness to the views of others; give and welcome feedback; contribute to building a positive team spirit; put success of team above own interests; ability  to build morale and group commitments to goals and objectives; support team’s efforts to succeed; recognize accomplishments of other team members

•  Written Communication - Write clearly and informatively; edit work for spelling and grammatical errors; vary writing style to meet needs; present numerical data effectively; ability to read and interpret written information

•  Leadership - Exhibit confidence in self and others; inspire and motivate others to perform well; effectively influence actions and opinions of others; inspire respect and trust; accept feedback from others; give appropriate recognition to others

•  Ethics - Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold organizational values

•  Organizational Support - Follow policies and procedures; complete administrative tasks correctly and on time; support organizational goals and values; benefit hotel through outside activities; respect diversity

•  Attendance and Punctuality - Consistently arrive to work on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time

•  Dependability - Follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals; complete tasks on time or notify  appropriate person with an alternate plan

•  Initiative - Volunteer readily; undertake self-development activities; seek increased responsibilities

•  Judgment - Display willingness to make decisions; exhibit sound and accurate judgment; support and explain reasoning for decisions; include appropriate people in decision-making process; make timely decisions

•  Motivation - Set and achieve challenging goals; demonstrate persistence and overcomes obstacles; measure self against standard of excellence; take calculated risks to accomplish goals

•  Planning and Organizing - Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks; develop realistic action plans

•  Professionalism - Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments

•  Safety and Security - Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly  

Qualifications
The requirements listed below are representative of the knowledge, skills and abilities required for an individual to successfully performed the essential duties and responsibilities of the PBX Operator Overnight position:

Language Ability
  •  Effectively interact and communicate with people from diverse backgrunds

• Read and comprehend simple instructions, short correspondence and memos

• Write simple correspondence

• Effectively present information in one-on-one and small group situations to customers, clients and other associates of the hotel

Math Ability
• Add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals

• Compute rate, ratio and percent

Reasoning Ability
• Apply common sense understanding to carry out instructions furnished in written, oral or diagram form

• Deal with problems involving several concrete variables in standardized situations

Computer Skills
• Word processing, spreadsheet and internet software

• Opera PMS database software

Work Environment
• The noise level in the work environment is usually moderate

• The position is located within an office setting where the temperature settings are controlled

Physical Demands
• Regularly stand and talk or hear

• Frequently use hands to fingers, handle or feel

•  Safely navigate multiple flights of stairs

Position Status and Availability
• Available to work a full-time, flexible (AM or PM) shift, Sunday – Saturday including holidays with availability to work an occasional flexible shift

Education and Experience
• High school diploma or general education degree (GED)

• One (1) year of customer service experience

•  Prior PBX experience

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An Equal Opportunity Employer