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 Luskin Conference Center (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, reports, faxing, and photocopying.
Working with frequent interruptions, incumbent must independently set priorities and complete functions, using deadline schedules, manuals, office procedures and guidelines.
Must be available to work varying schedules; including evenings, weekends, holidays and over time in order to reflect the business needs of the department.
- Minimum of three years customer service experience in a face-to-face setting.
- Experience with switchboard or multi-line telephone system, handling a high volume of incoming calls.
- Ability to manage a base radio command, paging system, alphanumeric keypad, multi-line telephone, and intercom system, sometimes simultaneously.
- Ability to interact on a one-on-one basis using appropriate vocabulary and grammar to convey information accurately to all levels of staff and with individuals from various social, cultural and educational background by phone or in person interactions.
- Ability to communicate effectively on a one-to-one basis and in small group settings in explaining department/University policies and procedures as applicable.
- Ability to establish and maintain cooperative working relationships with staff, department representatives and management in a high volume public setting.
- Ability to maintain equanimity and confidentiality regarding sensitive issues in a high-volume public contact office where hostility and misunderstandings may arise.
- Skill in working as part of a team, collaborating with colleagues.
- Ability to set goals and priorities which accurately reflect the relative importance of job responsibilities when faced with fluctuating workloads, pressure of deadlines and competing requirements.
- Ability to perform duties independently and with a great degree of accuracy, meeting established deadlines, working effectively under continual interruptions and heavy workload with minimal direction and supervision.
- Skill in speaking clearly, using appropriate vocabulary and grammatically correct English to convey information to persons of various organizational, cultural and educational backgrounds.
- Working knowledge of PCs, Windows environment and business software such as MS Office, Excel, Word, Outlook and PowerPoint.
- Must be available to work varied shifts; including weekends, holidays, evenings and split shifts to meet business needs.
- Skill in performing accounting tasks such as debiting, crediting, and reconciling expenditures.
- Skill in writing concise, logical, grammatically correct reports, routine business correspondence and office procedures.
- Ability to read, write and speak Spanish.
- Prior experience in a public or private University setting.
- Hotel or hospitality industry experience.
- Knowledge of UCLA campus, its surroundings and the Greater Los Angeles.
- Ability to lift and carry heavy items and/or boxes up to 25 lbs (assistance can be provided if necessary).