PBX Operator

Yaamava’ Resort & Casino at San Manuel; Highland (CA); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading resort and casino seeks a PBX Operator to manage incoming calls and enhance guest satisfaction through exceptional service. This role involves operating a multi-line phone system, assisting guests with reservations and information, and requires a friendly demeanor with customer service experience. Join the team for an exciting opportunity in a dynamic environment.

Qualifications

• High school diploma or GED required.
• Minimum of one year customer service experience.

Responsibilities

• Responds to incoming calls and provides exceptional customer service.
• Handles reservations and forwards calls appropriately.
• Supports Hotel Operations with various administrative tasks.

Skills

Telephone Etiquette

Verbal Communication

Multitasking

Customer Service

Education

High school diploma or GED

Tools

Microsoft Office Suite

Job description

Under the direction of the PBX and Guest Retention Manager, the PBX Operator handles and directs incoming calls. Delivers friendly and courteous service while operating in a high-volume call-intake environment and answering general questions regarding all offered amenities.

Essential Duties And Responsibilities

1. Responds to incoming calls in an efficient manner with a focus on providing exceptional customer service. Answers call via a multi-line phone system, determines purpose of calls and forwards them to the appropriate personnel or department.
2. Provides information and demonstrates thorough knowledge to guests regarding amenities, restaurants, entertainment, and/or special promotions. Maintains working knowledge of enterprise offerings and provides geographical directions to callers.
3. Confirms online reservations for Hotel rooms and Hotel restaurants and services.
4. Accepts and delivers messages as needed promptly and accurately. Maintains call logs pertaining to specific departments requested to be tracked by management.
5. Expedites guest requests by utilizing applicable radio system to contact the appropriate department or staff member.
6. Provides administrative support to Hotel Operations as needed.
7. Performs other duties as assigned to support the efficient operation of the department.

Educational, Experience And Qualifications

• High school diploma or GED required.

• Minimum of one (1) year customer service experience required. Administrative experience in office/hotel setting preferred.

Knowledge, Skills And Abilities (Ksa)

• Must possess beginner level knowledge of computers and beginner level proficiency with Microsoft Office Suite (MS) (i.e. MS Word, Excel, and MS Outlook).

• Excellent telephone etiquette and verbal and written communication skills required.

• Must possess friendly and outgoing demeanor.

• Must have ability to multi-task.

• Bilingual in a foreign language preferred.

Required Licenses, Certifications And Registrations

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

• Select One of the Following for Driving Responsibilities: No Driving Responsibilities: Role does not require a driver’s license or insurance.

Physical Requirements/ Working Conditions – Environment

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled office setting.

• Work requires travel to attend meetings, trade shows, and conferences.

• Incumbents may be required to work evening, weekend and holiday shifts.

• Must be able to work in a fast-paced, high-demand environment.

• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.

• Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.

• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.

• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.

• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.

• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.

• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.

• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!

Source: Hospitality Online