PBX Operator

Yaamava' Resort & Casino at San Manuel; Highland (CA); On-site; USD 32,000 - 42,000; Full time

Job summary

Yaamava' Resort & Casino at San Manuel is seeking a PBX Operator to handle and direct incoming calls under the Supervisor PBX. You will provide friendly, courteous service in a high-volume environment, guiding guests to amenities, restaurants, entertainment, and hotel services.

Key duties include answering calls on a multi-line system, forwarding to the correct department, confirming hotel reservations, delivering messages, maintaining logs, and expediting guest requests.

Qualifications

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

Responsibilities

• 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.
• Provides information and demonstrates thorough knowledge to guests regarding amenities, restaurants, entertainment, and/or special promotions. Maintains working knowledge of Yaamava’ Resort and Casino’s offerings and provides geographical directions to callers.
• Confirms online reservations for Hotel rooms and Hotel restaurants and services.
• Accepts and delivers messages as needed promptly and accurately. Maintains call logs pertaining to specific departments requested to be tracked by management.
• Expedites guest requests by utilizing applicable systems to contact the appropriate department or staff member.
• Performs other duties as assigned to support the efficient operation of the department.

Skills

MS Office basics

Telephone etiquette

Customer service

Multitasking

Bilingual (preferred)

Education

High school diploma or GED

Tools

MS Word

MS Excel

MS Outlook

Job description

Under the direction of the Supervisor PBX, the PBX (Private Branch Exchange) 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

• 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.
• Provides information and demonstrates thorough knowledge to guests regarding amenities, restaurants, entertainment, and/or special promotions. Maintains working knowledge of Yaamava’ Resort and Casino’s offerings and provides geographical directions to callers.
• Confirms online reservations for Hotel rooms and Hotel restaurants and services.
• Accepts and delivers messages as needed promptly and accurately. Maintains call logs pertaining to specific departments requested to be tracked by management.
• Expedites guest requests by utilizing applicable systems to contact the appropriate department or staff member.
• 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.
• No Driving Responsibilities: Role does not require a driver’s license or insurance.

Physical Requirements/ Working Conditions – Environment

• 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!