PM PBX Operator

HEI Hotels & Resorts; New Orleans (LA); On-site; USD 19,000 - 27,000; Full time

Benefits offered by this job

Uniforms provided

Meals provided

Parking discounts

Job summary

HEI Hotels & Resorts' Astor Crowne Plaza New Orleans seeks a Front Office professional to greet guests, answer calls, and ensure timely resolution of issues in the vibrant French Quarter. You will dispatch requests, input information, and provide accurate guidance to guests, with a focus on superior service.

This role requires calmness under pressure, clear communication, and teamwork with security and operations.

Qualifications

• Must communicate well with guests.
• Ability to deal with associates and customers with patience and diplomacy.
• Ability to input information accurately using a moderately complex computer system.
• Ability to sit for long periods while performing essential duties in a confined space.
• Strong verbal and written communication skills adaptable to audiences.

Responsibilities

• Answer telephone calls promptly and greet callers clearly, directing to the correct extension.
• Transcribe messages accurately and input/retrieve messages from the computer.
• Handle wake up calls and confirm times with guests.
• Page guests using the public address system in a courteous manner.
• Act as dispatcher for security, guest services and property operations.
• Provide timely information via paging system and radios for emergencies and requests.
• Answer basic inquiries and confirm times, hours, and extensions.
• Respond to emergencies per procedures and document details.
• Remain calm and courteous during busy periods and resolve issues using good judgment.
• Adhere to attendance rules and be available for regular shifts.
• Perform other related duties as assigned.

Skills

Communication

Patience

Data entry

Stamina

Verbal/written

Job description

About Us

Where Canal Street meets Bourbon Street, the Astor Crowne Plaza New Orleans provides luxury accommodations amid the beating heart of the legendary French Quarter. Discover a rich diversity of elegant comforts and conveniences, including free Wi-Fi, flat screen HD TVs, a sparkling outdoor seasonal swimming pool, an acclaimed on-site restaurant and state-of-the-art fitness facility. Just outside, you'll enjoy a whirlwind of enchanting festivals, theater, music, cultural exhibits and culinary delights. At the Astor Crowne Plaza, associates are family not just employees. We offer complimentary uniforms, meals and 24/7 discounted downtown parking.

Compensation

Salary Range: $16.50 - $16.50 HourlyTipped/Service Charge Eligible? NoDiscretionary Performance Bonus Eligible? No

Overview

Support the Front Office in providing superior guest service by fielding all guest issues and requests received by telephone with the goal of addressing and resolving any problems in an efficient and timely manner.

Essential Duties and Responsibilities

• Promptly answer telephone calls, greet callers with a positive and clear voice. *Listen to ascertain the correct extension. Reading and using a moderately complex computer console, direct calls to appropriate line. Requires sitting in a confined space for long periods of time to continuously perform essential functions.
• Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested. Read and verbally recite exact messages for guests.
• Receive wake up call information, input cautiously into the automated wake-up system and verbally confirm time to guest.
• Page guests and patrons using the public address system in a courteous and clear manner.
• Act as dispatcher for security, guest services and property operations associates.
• Provide timely information via paging system and two-way radios to associates in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc.
• Briefly answer basic inquiries, time, extension numbers, outlet hours, etc.
• Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures. *Initiate emergency response as necessary and legibly document pertinent details.
• Remain calm and polite especially during emergency situations or heavy hotel activity. Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job related duties as assigned.

Qualifications and Skills

• Must communicate well with guests.
• Ability to effectively deal with associates and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.
• Ability to access and accurately input information using a moderately complex computer system with or without reasonable accommodation.
• Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other associates with or without reasonable accommodation.
• Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!
For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.