PBX / Switchboard Operator

4 weeks ago

West Palm Beach, Florida, United States The Colony Palm Beach Full time

Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting-- U.S. Presidents, European Royalty and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.

For more information visit

The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place.

JOB OVERVIEW: Answer both internal and external phone calls and provide information about the hotel to the guests.

ESSENTIAL JOB FUNCTIONS:

Consistently offer professional, courteous and engaging service.
Ensure that all calls are responded to within 3 rings and using correct greeting and telephone etiquette.
Operate the switchboard by screening calls, gathering basic information from callers to understand who they need to be transferred to, or answering questions callers may have.
Transfer callers to the correct person or assist in finding an appropriate person.
Take messages to relay at a later time or pass on to another team member.
Receive guest messages and deliver messages to guests.
Responsible for setting up wake up calls when requested.
Provide accurate and thorough information about the hotel's accommodations, packages, promotions, services, and amenities.
Assist guests with planning and booking hotel, restaurant, package and special event reservations.
Assist guests with Room Service orders, place orders with Food & Beverage.
Fully comprehend and efficiently operate all relevant aspects of the hotel's switchboard.
Maintain complete knowledge of:
All hotel features/amenities/services and hours of operations.
Room availability and daily house count.
All hotel restaurant food concepts, menu price range, dress code and ambiance.
All hotel room types, number/names, layout, appointments, amenities and locations.
All hotel room rates, special packages and promotions.
Scheduled daily group activities, names and location of meeting/banquet rooms.
Local events, attractions, holiday schedules.
Monitor, track, and handle guest comments.
Monitor and respond to guest complaints following the instant pacification procedure and hotel's standards.
Document and handle guest calls and requests for Bell/Valet assistance.
Place orders and schedule amenities, gift bags, mail, ice or special request items to be delivered to guest rooms in a timely manner.
Assist Reservations Agents as needed:
Book and enter room reservation requests using the Property Management System.
Provide support to guests who have already made a hotel/restaurant reservation by confirming, changing or canceling reservations.
Assist guests with payment and credit card charges questions.
Process payments and send confirmation to the guest.
Update reservations ensuring an excellent and memorable guest experience.
Ensure revenue is maximized by up-selling guest rooms/amenities.
Assist the Sales Department with room blocks and group bookings.
Monitor and maintain cleanliness and working condition of departmental equipment/supplies.
Prepare work orders for equipment repairs and distribute to Engineering.
Ensure that all pertinent information is documented in the log book daily.
Handle emergency calls.
Maintain knowledge of all safety and emergency procedures and is aware of accident prevention policies.
Report accidents, injuries, and unsafe work conditions to the supervisor or manager.
Successful completion of all required trainings/certifications.
Develop and maintain positive working relationships with others.
Ensure that the appropriate level of confidentiality and security for all guest and company information is achieved, aiding in creating a feeling of comfort and confidence for guests.
Comply with quality assurance expectations and standards.
Perform other duties as assigned by supervisor.
SECONDARY FUNCTIONS: Assist with the daily operations of the Front Desk, when needed.
Assist Front Desk staff with guest room tours.
Retrieve theater tickets, flowers and other items as requested.
Qualifications STANDARD SPECIFICATIONS: Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the associate will possess the abilities or aptitudes to perform each duty proficiently. Essential: High School Diploma or equivalent.
Previous guest service or hospitality experience, preferably in a luxury hotel/resort.
Thorough knowledge of hotel services and amenities.
Availability to work holidays, weekends and periods of high demand.
Computer Skills - Proficient with Microsoft Office Suite or related software.
Proficient with a hotel PMS and Switchboard PBX.
Oral Comprehension - demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
Reading Comprehension - demonstrates understanding of written sentences and paragraphs in work-related documents.
Writing - communicates effectively in writing as appropriate for the needs of the audience.
Excellent guests service skills.
Excellent telephone etiquette skills.
Ability to operate Hotel's PBX system and manage heavy volume of phone calls.
Ability to focus attention on guest needs, remaining calm and courteous at all times.
Previous data entry experience.
Desirable: Previous switchboard operator experience.
Previous five-star guest service training.
Fluent in a secondary language.
Essential: Ability to enforce hotel's standards, policies and procedures with Bell/Valet staff.
Ability to prioritize and organize work assignments.
Ability to be a clear thinker in pressure situations and exercise good judgments.
Ability to work well under pressure.
Excellent communications skills.
Ability to focus on time sensitive guest requests and tasks.
Ability to understand guest inquiries and provide responses.
Ability to focus attention on guests' needs.
Ability to remain stationary at assigned post for extended periods of time.
Ability to maintain confidentiality of guests and pertinent hotel information.
Ability to ensure security of guest room access and hotel property.
Ability to work with minimal supervision.
Ability to ensure security and confidentiality of guest and employee information and materials.
Ability to work cohesively with other departments and co-workers as part of a team.
Physical Requirements: Prolonged periods of sitting.
Ability to remain stationary at assigned post for extended periods of time.
Continuous movement throughout hotel.
Able to grasp, lift and/or carry, push, pull, or otherwise, move goods weighing a maximum of 25 lbs.
Source: Hospitality Online

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