Job Description

Reporting to the Front Office Manager, it is the primary responsibility of the PBX Operator to operate the switchboard, including peripheral equipment, to process incoming, outgoing, and inter-office calls to answer questions, direct calls or provide general information, while promoting and maintaining the highest caliber of guest service. The PBX Operator is responsible for expediting all incoming calls in a timely and accurate manner, monitoring fire alarms, and responding to emergency situations, as well as handling guest messages, wake-up calls, and phone billings. As the first point of contact for incoming calls to the LCC, it is expected that all Customer Service Initiatives are followed and adhered to at all time. It is also expected that all departmental and University policies, which include Operational, Technical and Emergency protocols, are followed.

Incumbent will log and distribute hotel guest, hotel management, and hotel executive’s messages, as well as handling of guest and wake-up calls. Meet department standards regarding dialogue and customer courtesy. Monitor engineering calls and provides accurate information to appropriate authorities during emergencies.

This role may be called upon to back-up the front desk or other administrative positions within the front office. Responsibilities include general clerical work, potential guest interaction, customer service, handling correspondence and in carrying out a variety of routine administrative tasks, including composing/responding to emails, filing, data entry, faxing, and photocopying.

Working with frequent interruptions, incumbent must independently set priorities and complete functions, using deadline schedules, manuals, office procedures and guidelines.