PBX/ Telephone Operator

Guest Services

Qualifications:

Education:

Any combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.

Experience:

No prior experience required. Prior hospitality and/or communications experience preferred.

Licenses and Certificates:

No special licenses required.

More about the Company:

Due to the seasonal and business nature of the hospitality industry, employees may be required to work varying schedules and hours to reflect the staffing needs of the hotel.

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other tasks be performed when circumstance changes in the hotel (i.e.: emergencies, changes in personnel, workload, rush jobs, or technological developments.)

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Why Hilton Sandestin Beach?

At Hilton Sandestin Beach, we believe that exceptional service begins with an exceptional team. To deliver the best experiences for our guests, we seek out talented individuals who share our passion and vision. Our team members are the driving force behind everything we do, and their dedication is what allows us to create memorable moments for every guest. By joining Hilton Sandestin Beach, you become part of a community of leaders focused on your personal growth and long-term success.

What We Offer:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Free daily meal service (lunch or dinner)
• Health insurance
• Paid time off
• Vision insurance

About the Role:

To answer and respond to internal and external calls in a friendly and courteous manner in the hotel’s continuing effort to deliver outstanding guest service and financial profitability.

Essential Functions:

• Responds to guest inquiries and requests and resolve issues via telephone in a timely, friendly, and efficient manner.

• Follows up with guest requests to ensure service received is satisfactory.

• Provides information and demonstrates knowledge of all hotel facilities and services

• Responds to emergencies. Documents and relays comprehensive, accurate information to proper parties in emergency situations.

• Accepts and delivers all messages promptly and accurately, utilizing proper grammar and spelling.

• Directs calls to guest rooms ensuring to verify proper security information.

• Operates office equipment including, but not limited to, computers, PBX system, fax machine, e-mail, etc.

• Dispatches Housekeeping and Engineering calls in a timely manner and follow-up to ensure that tasks are completed.

• All other duties as instructed by supervisor.

Supportive Functions:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, at the discretion of the manager based on the particular requirements of the hotel.

• Operates the facsimile machine to send, receive, and log transmissions. Notify guests using the message function of the computer of incoming faxes, package and express mail deliveries.

• Maintains an alert, attentive, calm, and reassuring tone of voice

• Responds to guests’ requests by communicating their needs to appropriate departments in a prompt and courteous manner.

• Other duties and special projects, as assigned by the supervisor, such as room reservations processing, selected guest service agent functions, development and analysis of PBX reports with regard to call volume and service levels, etc.

Job Knowledge, Skills, and Abilities:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Ability to effectively deal with employees and customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information.

• Considerable ability to listen effectively and speak English clearly on the telephone in a polite and understandable manner.

• Ability to access and accurately input information using a moderately complex computer system.

• Ability to read the English language to fully comprehend and communicate clearly all guest messages.

• Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other employees.

Human Resources

4000 S. Sandestin Blvd. Miramar Beach, FL 32550

850-267-9608

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