PBX Agent

The Anaheim Hotel; Anaheim (CA); On-site; USD 22,000 - 30,000; Full time

Job summary

The Anaheim Hotel is seeking a PBX Operator/Service Express Agent to manage guest call logs, assist the reservations team, and support front desk operations. You will coordinate with bell and concierge staff via phone and radio, ensure timely guest responses, and help keep back-office tasks organized.

Ideal candidates will have experience with PBX systems, strong English communication, and the ability to multitask in a high-volume environment while maintaining professional guest service

Qualifications

• High school diploma or equivalent required.
• Reservation experience and PBX experience preferred.
• Excellent written and verbal communication in English (Spanish helpful).
• Willingness to work nights, weekends, and holidays.
• Must be able to multitask and adapt to a fast-paced setting.

Responsibilities

• Handle guest requests via PBX and log calls accurately.
• Assist Front Desk with check-in/check-out and reservations as needed.
• Coordinate with bell and concierge departments by phone and radio.
• Maintain logs and forms per hotel policy and train staff on PBX processes.

Skills

Communication skills

Team player

Multitasking

Bilingual English/Spanish

Education

High school diploma

Tools

Opera System

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

GENERAL DESCRIPTION

PBX Operator is responsible for guest request log for proper identifying each and every call. Recording each call doing call around to all the comp set in the area, the PBX training of all personal. TTY special needs training and Set up for all PBX agents helping reservation department when needed. Refilling the copy machine as well as keeping the area in the back clean and neat. Assisting the front office which including Front Desk as needed to ensure all guests are helped in a timely manner. To have adequate communication with the bell and concierge departments via phone and walkie-talkie, to ensure guests are assisted and satisfied. Assisting the staff in the back-office administrations, which includes: sales, marketing and revenue; with tasks or assistance with new or in-house guests concerns.

Service Express Agent Responsibilities

• Ability to work a flexible schedule, including nights, weekends and holidays as required
• Knowledge of software system to troubleshoot. Preferred Micros Opera Systems
• Be able to assist Front Desk including: Check-in, check-out and covering Front Desk.
• Knowledge of hotel voicemail system.
• Create or update logs or forms used in PBX or Reservations to keep current with hotel policies or guest satisfactory.
• Must be fluent in Microsoft Word, Excel, Outlook and the Opera System
• Able to fulfill guest requests in a timely manner and able to multitask dealing with several requests at a time
• Ability to communicate verbally and in writing in English Language.
• Assist Reservations Department when needed.
• Ability to deal with high volume of the calls defusing unhappy guest and properly identifying each and every call.
• Assuring training practices are done correctly and are followed per hotel policies.
• Enforce hotel policies and regulations.

Maintaining Property Standards

• Providing Exceptional Customer Service
• Communicate professionally at all times with guests, the client, and your teammates

Qualifications and Requirements

• Ability to lead and participate as a member of a team
• Strong team player and able to motivate a team.
• Excellent written and verbal communication skills (English).
• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Maintain regular attendance in compliance with the handbook policies.
• Maintain high standards of personal appearance and grooming, which include wearing nametags
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions
• Perform other duties as requested by management.
• Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

EXPERIENCE AND EDUCATION REQUIREMENTS:

• High school diploma
• Previous Reservation Experience and PBX experience.
• Excellent communication skills
• Must be able to work nights, weekends & holidays
• Occasional lifting and carrying up to 30 lbs.

COMMUNICATION REQUIREMENTS:

Able to communicate effectively in English/Spanish preferred, both verbally and in writing.

Able to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.

EOE/M/F/D/V/SO

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Source: Hospitality Online