Service Express / PBX

Company: Bobby Hotel
Location: Nashville
Posted on: June 25, 2022

Job Description:

OVERVIEW: Hotel operators are responsible for operating the telephone switchboard station in order to answer telephone calls and providing excellent service to all internal and external callers. In this position, you will screen both internal and external calls, log all guest requests and communicate those to the appropriate teams as necessary, provide information to inquiring callers and any other related duties. You should take the initiative to interact with callers in a warm and friendly manner while ensuring that all their needs are met, and questions are answered. Incredible guest service and communication skills are necessary for this position along with a willingness to be in a guest-facing role when needed. ESSENTIAL FUNCTIONS: Welcome and acknowledge guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional English; answer telephones using appropriate etiquette. Operate telephone switchboard station in order to answer telephone calls. Notify Loss Prevention/Security of any reports of theft. Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones). Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. Comply with quality assurance standards. Follow company and department policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; wear nametag; maintain confidentiality of proprietary information; protect company assets. Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). Stand, sit, or walk for an extended period of time. Have access to reliable transportation and follow attendance policy ADDITIONAL POSITION DUTIES: Process guest requests for wake-up calls, screening calls, and other requests related to placing or receiving telephone calls. Log all guest requests or issues into computer, contact appropriate individual or department, and follow up with guest to ensure their request has been met to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. Assist guests with accessing the internet. Receive, record, and relay messages accurately, completely, and legibly. Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. Supply guests with directions and information. OTHER: Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled mandatory training sessions and meetings is required. Upon employment, all employees are required to fully comply with policies and procedures for the safe and effective operation of the hotel's facilities. The above statements are intended to describe the general nature and level of work being performed by employees. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. PI182890040

Keywords: Bobby Hotel, Nashville , Service Express / PBX, IT / Software / Systems , Nashville, Tennessee