PBX Operator - Swing Shift - Grand Desert Resort

Wyndham; Nevada; On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Flexible spending accounts

Life and accident coverage

Disability

Job summary

Travel + Leisure Co. is seeking an At Your Request PBX Operator for a hotel environment in Nevada. You will handle switchboard duties, routing calls, assisting guests with voicemail, and dispatching staff to guest rooms, while maintaining courteous and efficient service.

The role emphasizes excellent communication, multi-tasking in a fast-paced setting, and adherence to SOPs, with opportunities to contribute to a high standard of guest experience and satisfaction.

Qualifications

• High School diploma or equivalent.
• Excellent communication skills.
• Basic understanding of telephone switchboard and PBX equipment and systems.
• Ability to read and comprehend routine instructions, short correspondence and memos.
• Ability to read, write and understand English.
• Must maintain a professional appearance and a Can-Do, positive attitude towards all guests and staff.
• Ability to multi-task and work in a fast paced environment.
• Six months customer service experience.
• Six Months of switchboard /PBX experience.

Responsibilities

• Operate switchboard, intercom and two-way radio to relay incoming, outgoing and interoffice calls and messages; furnish information to callers and refer to appropriate staff; assist guests with voicemail; dispatch maintenance and housekeeping as needed.
• Maintain positive guest and associate relationships; respond to inquiries and concerns to ensure guest satisfaction; escalate issues as needed and support service recovery.
• Ensure compliance with internal audits, quality assurance, loss prevention and SOPs; adhere to resort operating procedures.
• Build a Count On Me culture by being responsive, respectful and delivering a great guest experience.
• Performs other duties as needed.

Skills

Communication skills

PBX basics

English literacy

Customer service focus

Problem solving

Multi-tasking

Professional appearance

Team orientation

Education

High School diploma or equivalent

Job description

We Put the World on Vacation

Travel + Leisure Co. is the world's leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

The "At Your Request PBX Operator" is responsible for ensuring efficient communication within, to and from the hotel while maintaining attentive, courteous and efficient customer service. Handle incoming/outgoing calls in an attentive, courteous and efficient manner, according to standard operating procedures

Essential Job Functions

Responsibilities include, but are not limited to:

• Operate switchboard, intercom and two-way radio to relay incoming, outgoing and interoffice calls and messages: Furnish information/phone numbers to callers as requested or makes sufficient inquiries necessary to refer the caller to the appropriate resort personnel, sales or marketing or outside vendor. Assist guests with voice mail. Dispatch maintenance and housekeeping staff to guest rooms as needed. (60% time)
• Maintain positive customer and associate relationships: Respond appropriately to guest inquiries and concerns to ensure total guest satisfaction. Handle guest issues to resolution in effort to improve the guest experience and escal any outstanding guest inquiry or concern to management that may require additional monitoring or follow-up. Make appropriate service recovery recommendations. Promote team work and quality service through daily communications and coordination with other departments. (15% time)
• Ensure compliance with : Internal Audit, Quality Assurance, Loss Prevention, Resort Operating Procedures, Guest Service Department Operating Procedure, and Standard Operating Procedures. (10% time)
• Build a "Count On Me" Culture : Continuously exhibit the company's Count on Me philosophy; be responsive to the needs of our guests, associates and all we come into contact with on the job, be respectful in every way; deliver a great experience. (10% time)
• Performs other duties as needed (5% time)

Education

High School diploma or equivalent

Knowledge and skills

• Excellent communication skills.
• Basic understanding of telephone switchboard and PBX equipment and systems
• Acquires job skills and learns company policies and procedures to complete routine tasks
• Ability to read and comprehend routine instructions, short correspondence and memos
• Ability to give high priority to customer service
• Ability to solve problems with a minimum of guidance
• Ability to read, write and understand English
• Must maintain a professional appearance and a Can-Do, positive attitude towards all guests and staff
• Ability to multi-task and work in a fast paced environment
• Must be people oriented and able to work independently or with others as needed

Technical Skills

Must be able to easily and frequently change from one activity to another while operating a switchboard or computer keyboard

Job experience

• Six months customer service experience
• Six Months of switchboard /PBX experience

Unless there is a legal requirement, experience will be accepted for the education requirement.

Complexity

• Level of decision making authority Works on assignments that are routine in nature. Must be able to make independent decisions and/or seek advice to ensure consistent functioning operations offering high levels of our Count on me Service
• Level of autonomy Receives detailed instructions on all work Needs to demonstrate good judgment and demonstrate a level of professionalism
• The impact of his/her decision on the organization Impacts to Guest experience and vacation Decisions could impact safety of guests and employees
• Scope/Financial Responsibility Understand and care for company assets and equipment, supplies and property professionally

Organizational Relationships

• Regularly interacts with Guest Services Manager, Guest Services Supervisor as well as Guest Services Team Members.
• Regularly interacts with Engineering Department and Housekeeping Department
• Regularly interacts with Operations Department Leaders
• Regularly interacts and serves guests

Work Environment

Equipment Used:

• Telephone
• Switchboard / PBX System
• Hand Held Radio
• Bell carts

How You'll Be Rewarded

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Certain benefits may be available to associates working fewer hours where required by applicable law. Travel + Leisure Co. benefits include: Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Dep