PBX Operator

The Hay-Adams; Washington (District of Columbia); On-site; USD 35,000 - 50,000; Full time

Job summary

The Hay-Adams in Washington, DC, seeks a PBX Operator to be the communications hub of the hotel. You will answer incoming calls, route to extensions, and provide guests with accurate information about services and local attractions.

This role requires a polished telephone manner, English language proficiency, basic computer skills, and the ability to handle guest requests with professionalism, even during busy periods.

Qualifications

• Must have High School diploma or equivalent and up to 6 months related experience.
• Customer service experience preferred.

Responsibilities

• Answer external calls and connect callers with the appropriate extensions.
• Provide hotel information and assist guests with inquiries.
• Log requests and communicate with other departments to ensure timely service.
• Deliver exceptional guest service within hotel policies and standards.
• Maintain wake-up call logs and participate in fire safety procedures.

Skills

Customer service

Communication skills

Telephone etiquette

Calm under pressure

Education

High School diploma or equivalent

Tools

General computer experience

Job description

Steeped in rich history and surrounded by the most iconic institutions of our nation, The Hay-Adams is the downtown Washington, D.C. hotel for discerning guests. Enveloped by views of the White House, St. John’s Church, and the scenic Lafayette Park, the 5-star accommodations at The Hay-Adams are the embodiment of refined residence. Marked by Washington, D.C.’s most accommodating amenities and dedicated services, The Hay-Adams is the boutique hotel of choice for the modern luxury traveler. The Hay-Adams offers an exceptional guest experience that goes beyond a good night’s sleep.

Position Scope

The PBX Operator is the communications hub of the Hotel. The PBX Operator answers all incoming calls in a professional and courteous manner, connecting callers with the appropriate extensions, taking messages where necessary.

Essential Duties and Responsibilities

• The Hay Adams handbook, the department operation manual and hotel policies and procedures are part of this job description.
• Answer all external calls to the hotel and connect the caller with their desired party. Provide all callers with information that may be requested with regards to the hotel.
• Answer all internal calls and assists the guest in any way they need.
• All tasks and duties must be performed within the guidelines set by standards of excellence, employee handbook and hotel policies and procedures.
• Operator should be able to answer any questions with regards hotel information, including operating hours. Operator should be able to provide callers with information regarding the local area and/or direct the caller to the appropriate department.
• Communicate and log requests and calls to other departments via the telephone and radio. Follow through to ensure that guest requests are handled in a timely manner.
• Is empowered to do whatever is needed to make any guest of the hotel happy within reason. Communicate any guest issues to the manager on duty.
• Monitor security screens in office and report any suspicious activities to the manager on duty and/or the Director of Security.
• Take all guest wake up requests and log them. Ensure wakeup calls are performed in a timely manner, following proper procedures.
• Responsible for communications during fire safety and has an in-depth knowledge of all fire procedures
• Assist with front office operational tasks where appropriate.
• Keep log of daily activities.
• Perform any other reasonable duties as required and directed.

Qualifications

To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Education and Experience

High School diploma, general education degree, or international equivalent or three to six months experience in a related field required. Customer service experience preferred. General computer experience required.

Language Skills

• Must have good knowledge of English, ability to speak clearly read and write.
• Must have an excellent calm professional telephone voice.
• Must be able to listen or read instructions, memos, short correspondences and messages.
• Must have ability to write memos, short correspondences or messages.

Mathematical Skills

• Must have basic number knowledge, ability to add divide, subtract and multiply basic two-digit numbers.

Reasoning Ability

• Ability to carry out detailed but uninvolved instructions both written and oral, using common sense understanding required.
• Ability to deal with problems in a calm professional manner required.

Physical Ability

• Ability to sit in a confined environment for long periods required.
• Ability to use a computer screen for long periods required.
• Ability to talk and listen through a headset for long periods required.
• Must be able to work well under pressure and emergency situations.

$30.85 - $30.85 an hour

The actual base pay offered is determined by several variables, including, as appropriate, the applicant's qualifications for the position, years of relevant experience, distinctive skills, level of education attained, certifications or other professional licenses held. Base pay is one component of B. F. Saul Company & Affiliates total compensation package, which also includes access to or eligibility for healthcare benefits, a 401(k) plan, short-term and long-term disability coverage, basic life insurance, bonus plans and more

The Hay-Adams is proud to be an equal opportunity workplace dedicated to pursuing and hiring diverse professionals.

Equal Opportunity Employer/Veterans/Disabled