PBX Operator

InterContinental Hotels Group; Cleveland (OH); On-site; USD 28,000 - 36,000; Full time

Job summary

InterContinental Hotels Group is seeking a guest services associate to provide information on hotel facilities, local directions, and safety procedures. The role involves answering calls, logging interactions, and coordinating with other departments to ensure guest satisfaction.

The ideal candidate speaks fluent English and has basic reading/writing skills plus at least six months of phone/switchboard experience.

Qualifications

• Basic reading and writing abilities
• Six months experience as a phone/switchboard operator
• Must speak fluent English
• Other languages preferred
• May be required to work nights, weekends, and/or holidays

Responsibilities

• Provide guests with information on hotel facilities and services, local directions, and emergency procedures.
• Answer phone calls within prescribed time frame and dispatch services per procedures.
• Log calls and follow up with guests to ensure total satisfaction.
• Communicate outstanding guest requests to management for monitoring.
• Promote teamwork and quality service through daily communications with other departments.

Skills

Phone etiquette

Communication skills

Reading & writing

Tools

Switchboard system

Job description

Provide guests with information on hotel facilities and services, local directions, and emergency, safety, and security procedures, etc. Promote team work and quality service through daily communications and coordination with other departments. Be aware and prepare for all in-house group meetings and VIP arrivals. Answer phone calls within prescribed time frame, respond to guest’s request in a professional manner and according to established scripts and standards, and dispatch services/resolution in accordance with established procedures. Ensure calls are logged and follow up with guests to ensure total guest satisfaction. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up. Perform other duties as assigned.

Basic reading and writing plus six months experience as a phone/switchboard operator. Must speak fluent English. Other languages preferred. This job requires ability to perform the following:

• Speak, listen, and use a keyboard to type or route messages, usually done while sitting down. Other:
• Communication skills are utilized a significant amount of time when interacting with guests and employees.
• Reading and writing abilities are utilized often when completing departmental records/logs and taking messages for guests or hotel staff.
• May be required to work nights, weekends, and/or holidays.