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Telephone Operator (PBX)

Company: Kalahari Resorts & Conventions - Round Rock
Location: Round Rock
Posted on: May 9, 2022

Job Description:

Job Title:

Telephone Operator

Description:

JOB SUMMARY

Responsible for providing attentive, courteous, and efficient service to all guests over the telephone; during check-in and at check-out, while maximizing room revenue and occupancy. Will also be responsible for distributing guest requests to the proper departments (i.e. Housekeeping or Maintenance requests).

QUALIFICATION STANDARDS

EDUCATION REQUIREMENTS: High School Diploma or equivalent.

LICENSE/PERMITS REQUIRED: None needed.

REQUIRED SKILLS: Computer experience required and previous customer service experience preferred.

KNOWLEDGE OF COMPUTER HARDWARE OR SOFTWARE: Must be proficient in Windows software.

PREVIOUS EXPERIENCE REQUIRED: High School Diploma or experience in related field and/or experience in a hotel or resort helpful.

PHYSICAL REQUIREMENTS: Flexible and long hours sometimes required.

MENTAL REQUIREMENTS:


-Must be able to convey information and ideas clearly.
-Must be able to evaluate and select among alternative courses of action quickly and accurately.
-Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
-Must be effective at listening to, understanding, and clarifying the issues raised by Associates, Supervisors, Department Heads, Senior Management, and guests.
-Must be able to work well in stressful, high pressure situations.
-Must be able to work with and understand financial information and data, and basic arithmetic functions.
-Must maintain composure and objectivity under pressure.

ESSENTIAL DUTIES & FUNCTIONS:

-Approach all encounters with guests and associates in a friendly, service-oriented manner.

-Maintain regular attendance in compliance with Kalahari Resort standards, as required by scheduling which will vary according to the needs of the resort.
-Maintain high standards of personal appearance and grooming, which include wearing the proper uniform, nametag, Promise button, when working.
-Comply at all times with Kalahari Resort standards and regulations to encourage safe and efficient resort operations.
-Associates are at all times attentive, friendly, helpful and courteous to all guests. Managers and fellow associates.
-Obtain all necessary information when taking room, cabana, and bungalow reservations and follow the rate-quoting scenario.
-Fully comprehend and operate all relevant aspects of the Front Desk computer system, copiers, fax machines and other office equipment.
-Be aware of all rates, packages, and promotions at the resort.
-Be familiar with all in-house groups and activities.
-Follow and enforce all Kalahari Resort cash handling and credit/debit policies.
-Maintain proper operation of the PBX console and ensure that all standards are met, if applicable.
-Establish and maintain good communications and teamwork with fellow associates and other departments within the resort.
-Have knowledge of and assist in all emergency procedures as required.
-Ensure that all guests are checked in/out in a friendly, efficient, courteous and confidential manner based on resort standards.

-Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.

-Log all guests' requests for service and follow through to ensure satisfaction.
-Answer guest inquiries about resort services, facilities and hours of operation in a timely manner.
-Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
-Be familiar with all in-house groups.
-Be aware of closed out and restricted dates or minimums.
-Be familiar with hospitality terminology.
-Use proper two-way radio etiquette at all times when communicating with other associates.
-Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
-Maintain and market promotions and guest programs.
-The ability to be proactive, flexible and take on the most effective roll at any given time.
-Maintain a clean work area.
-Attend meetings/training as required by management.
-Perform other duties as requested by management.
Benefits:

--- Flexible Schedule --- Growth & Promotion Opportunities

--- Competitive Pay --- Insurance & 401k Plan with Match

--- Fun Work Environment

--- Associate Perks & Discounts --- Year-Round Employment

Kalahari Resorts is an Equal Opportunity Employer.

Keywords: Kalahari Resorts & Conventions - Round Rock, Round Rock , Telephone Operator (PBX), IT / Software / Systems , Round Rock, Texas

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