PBX Operator- Doubletree by Hilton
Company: PM Hotel Group
Posted on: November 23, 2022
Answer internal and external telephone calls in a friendly and
courteous manner and direct calls through the hotel switchboard.
Input wake up calls and messages into the system and retrieve
messages as requested. Actively coordinate communications within
the hotel including emergency procedures, alarms, life safety,
natural disaster, and shuttle van services, acting as a liaison to
all appropriate local emergency services.
Summary of Essential Job Functions
* Promptly answer telephone calls and greet callers with a positive
and clear voice. Listen to ascertain the correct extension. Read
and use a moderately complex computer console and 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 accurately 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,
* Briefly answer basic inquiries regarding current 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
and/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
* Perform any other job-related duties as assigned.
* Must have the ability to communicate in English. Self-starting
personality with an even disposition. Maintain a professional
appearance and manner at all times. Can communicate well with
guests. Must be willing to "pitch-in" and help co- workers with
their job duties and be a team player. 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. Ability to
sit and continuously perform essential job functions in confined
spaces in close proximity to other associates.
Our customers are what we are about. One of the keys to a positive
guest experience is positive interaction with PM Hotel Group staff.
It is essential that you remain professional at all times, and that
you treat all guests and associates with courtesy and respect,
under all circumstances. Every PM Hotel Group associate is a guest
relations ambassador, every working minute of every day.
In order to maintain a positive guest and associate experience,
your work habits should always meet and strive to exceed hotel
standards for work procedures, dress, grooming, punctuality and
attendance. You should be adaptable to change in your work area and
in hotel procedures with a willingness to learn new skills and/or
improve existing ones, have the ability to solve routine problems
that occur on the job, and ask for help whenever you are not sure
how to do something.
Safety & Security:
The safety and security of our guests and associates is of utmost
importance to PM Hotel Group. Every PM Hotel Group associate should
adhere to the hotel security policies and procedures, particularly
regarding key controls, lifting heavy objects, using chemicals, and
effectively reporting safety hazards and safety concerns.
This description excludes non-essential and marginal functions of
the position that are incidental to the performance of the
fundamental job duties. Furthermore, the specific examples in each
section are not intended to be all-inclusive. Rather, they
represent the typical elements and criteria considered necessary to
perform the job successfully. Other job-related duties may be
assigned by the associate's supervisor.
Furthermore, this description is subject to change, at the sole
discretion of the Company, and in no way creates an employment
contract, implied or otherwise; each associate remains, at all
times, an "at will" associate.
Keywords: PM Hotel Group, Irving , PBX Operator- Doubletree by Hilton, IT / Software / Systems , Irving, Texas
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