PBX Operator | Sonesta

Job Description

Job Description Summary

Under the general guidance of Director of Front Desk/Front Office Manager, and within the limits of Sonesta Policies and Procedures, provide an efficient and courteous Tele-communications service at all times in all aspects of the department. Assist in ensuring that all calls are answered within three rings, promptly and politely with a professional attitude whilst recognizing that customer satisfaction is of paramount importance.

Job Description

Duties & Functions:

·         Place outside calls and answer the switchboard in accordance with agreed departmental standards

·         Telephone guests in accordance with their wake-up call requests, to prescribe standards, and to inform security of the guest does not answer their call

·         Manage and allocate guest requests

·         Enter guest requests into guest tracking system, maintain guest profiles

·         Input and keep updated guest messages within PMS

·         Ensure that guest names are used wherever possible

·         Ensure use of your own name wherever possible

·         Correctly take and place service orders, ensuring that the order is repeated back to the guest as per the procedure

·         Undertake and complete any special projects or related tasks as and when required by the Director of Front Desk/Front Office Manager

·         Ensure guest satisfaction by performing such duties as attending to their requests and inquiries courteously and efficiently, and accepting changes or additions in work hours, which are necessary for the maintenance of uninterrupted service to hotel guests and patrons

·         Undertake any reasonable request made by a member of management

·         Complete the required handover with the incoming shift

·         Keep updated and use all information/function boards accordingly

·         Record all equipment faults and report to supervisor

·         Ensure that all incoming faxes and /or messages are marked with the guest’s name and room number and are delivered to the room promptly

·         Maintain and check telephone equipment daily, and report any necessary faults

·         Handle all guest comments, questions, complaints, requests and inquiries promptly and courteously, taking the necessary action steps and ensuring thorough follow through

·         Familiarize yourself with the guests needs and requirements in order to ensure an efficient and friendly service

·         Create and maintain a personal and respectful rapport with regular guests

Specific Job Knowledge & Skills:

·         High School Diploma or equivalent required

·         One to two years in a public contact position, preferably in an upscale or lifestyle brand hotel

·         Enter and locate work related information using computers and/or point of sale systems

·         Possess a gracious, friendly, and fun demeanor

·         Ability to multitask, work in a fast paced environment and have a high level attention to detail

·         Strong verbal and written communication skills in English

·         Maintain positive and productive working relationships with other employees and departments

·         Ability to work independently and to partner with others to promote an environment of teamwork

Physical Abilities:

·         Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance

·         Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity

·         Stand, sit, or walk for an extended period of time or for an entire work shift

·         Reach overhead and below the knees, including bending, twisting, pulling, and stooping

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.  This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements.  Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays.  The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division.

The employee will actively follow Sonesta policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations.

Additional Job Information/Anticipated

Pay Range

Pay Range: $22.56 – $30.64 per hour. Pay rate outlined follows contract requirement.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.