PBX Attendant

Wynn-Resorts-5; Las Vegas (NV); On-site; USD 19,000 - 28,000; Full time

Job summary

Wynn Resorts in Las Vegas is seeking a Service Attendant to answer and route guest calls, dispatch requests via HotSOS, and ensure service standards are met. The role requires familiarity with hotel operation consoles and strong guest service skills.

The position may require working varied shifts, including weekends and holidays, with responsibility for coordinating tasks and maintaining guest satisfaction across hotel services.

Qualifications

• Minimum of one year of customer service experience in a Resort Hotel
• Working knowledge of multi-line telephones
• Working knowledge of Opera PMS, Avaya, HotSOS
• Professional appearance and demeanor
• Ability to type 30+ WPM
• Able to work varied shifts, including weekends and holidays
• English communication required

Responsibilities

• Answer and route all incoming calls and dispatch guest requests via HotSOS
• Operate IntelliDesk SDC Attendant Console
• Be a source of information about the property and assist guests and staff
• Respond to emergencies and handle wake-up calls
• Coordinate with Housekeeping runners using the hotel radio system
• Perform other duties as assigned by Management

Skills

Customer service

Multi-line telephones

Professional appearance

Typing speed 30+ WPM

English communication

Education

High school diploma or equivalent

Tools

Opera Property Management System

Avaya Telephone System

HotSOS

IntelliDesk SDC Console

Job description

• Career Areas: Hotel - Call Center / Front Desk / Concierge / VIP / Villa Services
• Status: Steady Extra

Job Description

The Service Attendant is responsible for answering and routing all incoming telephone calls (internal and external), dispatching incoming guest request calls through HotSOS and following up to determine if service standards have been met.

• Answer and process all calls in accordance with Forbes 5 Star Service Standards
• Operate IntelliDesk SDC Attendant Console
• Act as a source of information regarding the property, managing guest questions and concerns.
• Respond to Hotel staff and Guests during emergency situations
• Process wake-up calls
• Work as a dispatcher using Hotel radio system directing Housekeeping runners and follow up with guests to ensure satisfaction within established timelines
• Perform all other job duties as assigned by Management

Qualifications

• A minimum of one year of customer service experience (PABX preferred) in a Resort Hotel
• Working knowledge of multi-line telephones
• Working knowledge of computers, IntelliDesk SDC Console, Opera Property Management System, Avaya Telephone System, HotSOS
• Professional appearance and demeanor
• High school diploma or equivalent
• Ability to type 30+ WPM
• Able to work varied shifts, including weekends and holidays
• Knowledge of a second language is preferred but not required.
• Ability to communicate in English, both written and oral

Additional Information

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws confidential according to EEO guidelines.