Position Summary

PBX is the core of the Sandia Resort & Casino operation maintaining communication between customers, guests, and staff.

Supervision Exercised

Reports to the Lead PBX Operator.

Major 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. Performs other duties as required.

Secondary Duties And Responsibilities

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. Knowledge of 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.

Minimum Qualifications, Education And Experience

Required

1. High School Diploma, GED certification or equivalent.
2. One (1) year experience in customer service, clerical or hotel.

Preferred

1. Familiarity with switchboard operations.

Licensing Status

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

Working Conditions

1. Work is normally performed in a typical interior/office work environment.
2. No or very limited physical effort required.
3. No or very limited exposure to physical risk.