Chief Operator | Rose Wood

January 25, 2024

Job Description

We believe that life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you.
Rosewood Hotels and Resorts is looking for a Chief Operator (PBX). The Chief Operator is responsible for supervising the individuals who provide prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls which transpire through PBX. This individual will play an integral part in assisting with emergencies by contacting the designated personnel for immediate assistance.
• Develops and updates policies and manuals, as related to the PBX Department, for implementation in the field, while ensuring compliance to the same for consistency across the group.
• Holds the team accountable for all relevant service standards within the department.
• Keeps records and ensures the PBX Operators have complete knowledge of:
o Scheduled daily activities
o Outlet hours of operation
o Performers for Café Carlyle and Bemelmans Bar, and their respective dress codes
o In-Hour groups
o Hotel extension numbers
o Radios carried by hotel personnel
o Procedures for screening calls, do not disturb, call forwarding, non-registered guests.
o Features and services provided by the hotel, such as Valmont Spa, Valet Laundry, Room Service, etc.
• Resolve and anticipate both internal and external guest needs and complaints, ensuring guest satisfaction. Maintain positive guest relations as always.
• Maintain complete knowledge of correct maintenance and use of equipment and software PBX Switch and Consoles, Opera, KnowCross, computer and main fax. Report any issues to the necessary department.
• Accommodate all telephone, radio requests in a congenial manner, within 2 minutes of request.
• Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.
• Take, record and relay messages accurately, completely and legibly. Activate/Deactivate guest room messages light accordingly; distribute hotel personnel/department messages to the designated location
• Accept, record and deliver wake up calls. Have current and local weather available. In addition, destination weather for guest’s who are due out.
• Document all guest complaints or problems, notify the designated department/personnel for resolving the situation; Enter an EGG into system. Follow up to ensure completion and guest satisfaction.
• Actively participates in and leads recruitment and talent development for the division/department, to meet both current and future needs.
• Support the hotel philosophy concerning hiring, employee relations, disciplinary action, training, counseling, evaluating, etc.
• Control and monitor payroll and expenditures for department.
• Prepare work schedules for effective staffing, ensuring efficient operation of the department within specific labor standards.
• Is a “brand ambassador” at all times and ensures brand integrity and clarity are always maintained.
• Models the company’s culture, vision, mission and core values at all times.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Ensure that standards, inclusive of grooming and attire of staff, are maintained at a superior level on a daily basis.
• Maintain effective flow of communication by attending required hotel meetings and conducting departmental pre-shift and monthly associate meetings.
• Interact and respond in a courteous and professional manner with all guests, staff and community members, inclusive of resolving all guest and staff difficulties.
• Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
• Maintain clean and safe work area.
• Ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• All other duties as required.
Required Skills
• Must be able to perform job functions with attention to detail, speed and accuracy.
• Be a clear thinker, remaining calm and resolving problems using good judgement
• Follow directions thoroughly
• Understand a guest’s service needs
• Work cohesively with co-workers as part of a team
• Work with minimal supervision
• Maintain confidentiality of guest information and pertinent hotel data
• Prior heavy exposure to Guest Services or PBX Department
• Thorough knowledge of telephone systems, ability to suggestively sell, ability to input and access information in the property management system/computers
• Ability to be resourceful, creative and maintain flexibility
• Ability to perform mathematical operations with units of measure including, but not limited to dollars, cents, feet, inches, cups, pounds and ounces.
• Required to speak, read and write English, with fluency in other languages preferred
• Must be able to exert physical effort, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding
• Minimum two years experience in PBX, or similar capacity within Guest Services for a luxury or ultra luxury property.
• Education: High School Diploma
• Minimum two years experience in a similar capacity for a luxury or ultra-luxury property.