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Requisition Number 18-0001
Post Date 10/1/2018
Title PBX Operator/Reception Agent - INTERN
City New Orleans
State LA
Description

Summary
A PBX Operator/Reception Agent creates a positive guest experience by answering the phone, trafficking information around the hotel and solving problems as well as accommodate hotel’s guests.

Essential Functions
To perform the PBX Operator/Reception Agent 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 writing up Work Orders when Engineering is closed

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

•  Greets, registers and assigns rooms to guests

•  Issues room key and escort instructions to bellman

•  Date stamps, sorts, and racks incoming mail and messages

•  Transmits and receives telephone messages

•  Answers inquiries pertaining to hotel services; registration of guests; and shopping, dining, entertainment, and travel directions

•  Keeps records of room availability and guests' accounts

•  Computes bill, collects payment, and makes change for guests

•  Makes and confirms reservations

•  Posts charges such as room, food, liquor, or telephone, to ledger

•  Other duties as assigned

Requirements

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

•  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

•  Customer Service - Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; 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 others' ideas and try new things

•  Oral Communication - 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 others' views; 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 grammar; varies writing style to meet needs; present numerical data effectively; ability to read and interpret written information

•  Change Management - Develop workable implementation plans; communicate changes effectively; build commitment and overcome resistance; prepare and support those affected by change; monitor transition and evaluate results

•  Delegation - Delegate work assignments; match the responsibility to the person; give authority to work independently; set expectations and monitor delegated activities; provide recognition for results

•  Leadership - Exhibit confidence in self and others; inspire and motivate others to perform well; effectively influences actions and opinions of others; inspire respect and trust; accept feedback from others; provide vision and inspiration to peers and subordinates; give appropriate recognition to others; display passion and optimism; mobilize others to fulfill the vision

•  Quality Management - Look for ways to improve and promote quality; demonstrate accuracy and thoroughness

•  Business Acumen - Understand business implications of decisions; display orientation to profitability; demonstrate knowledge of market and competition; align work with strategic goals

•  Diversity - Demonstrate knowledge of EEO policy; show respect and sensitivity for cultural differences; educate others on the value of diversity; promotes a harassment-free environment; build a diverse workforce

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

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

•  Adaptability - Adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; ability to deal with frequent changes, delays or unexpected events

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

•  Dependability - Follow instructions, responds 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; take independent actions and calculated risks; look for and take advantage of opportunities; ask for and offer help when needed

•  Innovation - Display original thinking and creativity; meet challenges with resourcefulness; generate suggestions for improving work; develop innovative approaches and ideas; present ideas and information in a manner that gets others' attention

•  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 overcome 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

•  Quality - Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality

•  Quantity - Meet productivity standards; complete work in timely manner; strive to increase productivity; work quickly

•  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/Reception Agent position:

Language Ability
 •  Effectively interact and communicate in English 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 in 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, PM and/or Overnight) shift, Sunday – Saturday including holidays

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

• One (1) year of customer service experience

One (1) year of Front Desk Agent or Reservations Agent experience

•  Prior PBX experience

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An Equal Opportunity Employer