PBX OPERATOR

Position Summary

PBX is the core of the Sandia Resort & Casino operation, maintaining communication between customers, guests, and staff. The PBX Operator will efficiently distribute calls to various individuals and departments to ensure timely response to any information request and to the guest’s satisfaction.

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provide opportunities for qualified team members, and contribute towards the ongoing success at Pueblo of Sandia today and in the future.

Essential Duties and Responsibilities

1. Operates a computer-based telephone system routing internal and external calls to appropriate departments.
2. Handles and tracks all guest related issues and their needs using HotSOS software.
3. Utilizes the property management system to provide personalized service to the hotel guests.
4. Utilizes the property management system in support of Front Desk staff including room charges, guest privacy, etc.
5. Obtains reports on cash paying guests from SMS software and posts charges to guest accounts.
6. Enters and confirms guest wakeup call requests into IP Agent telephone system.
7. Places out of state and international calls.
8. Takes restaurant reservations.
9. Coordinates specific information to both internal and external inquirers, as required.
10. Performs various clerical duties as required.
11. Takes messages when employees cannot be reached.
12. Must attend/complete all required departmental training.
13. Works collaboratively to deliver the highest degree of service to the guests.
14. Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned scheduled each day in accordance with the Attendance Policy for Pueblo Sandia.

Additional Responsibilities

1. Performs other job-related duties as assigned.
2. A quality guest service experience is an essential component for all Team members working at the Pueblo of Sandia particularly those positions assigned to work in all public areas.

Team members in this capacity:

1. Serves as the initial point of contact for guest inquiries in a courteous and attentive manner.
2. Reflects a sense of trust, comfort and understanding by demonstrating empathy for guests when problems occur.
3. Resolves all issues in a timely manner, ensuring guest satisfaction and exceeding expectations. Possesses knowledge and understanding of all products and services offered.
4. Builds relationships with guests based upon, respect, and confidence while maintaining a friendly, and approachable demeanor.

Key Performance Indicators

This position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.

Knowledge, Skills, and Abilities

1. Knowledge of PBX telephone consoles and related equipment.
2. Ability to promote positive guest relations with all telephone callers.
3. Ability to work cohesively with co-workers as part of a team.
4. Ability to work with minimal supervision.
5. Ability to remain in a stationary position for extended periods of time.
6. Must have good interpersonal communication skills.
7. Must have good PC skills.
8. Ability to interact and communicate with people over the telephone, often in stressful situations.
9. Ability to verify data input and correct errors.
10. Knowledge of telephone system and dialing procedures, including long distance, international and internal.
11. Basic data entry and/or word processing skills.
12. Knowledge of policies and procedures for the imparting of directory information over the telephone.
13. Clerical and basic office skills.
14. Knowledge of customer service standards and procedures.

Education and Experience

Required:

1. One (1) year of experience in a hotel or resort.
2. High School diploma or GED equivalent required.

Preferred:

Note: Relevant work experience or education may be substituted to satisfy education and/or work experience.

License/Certifications/Registrations

1. Must be able to successfully pass a stringent background investigation.
2. Will require a pre-employment and random drug screening.

Physical Requirements/Working Conditions

The following selected physical activities are required to perform the essential functions of this position

Physical Requirement

Description

Balancing

Maintaining body equilibrium to prevent falling and walking, standing, or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.

Feeling