Job Description summary: The Lead PBX Operator/Reservationist will be the heartbeat of the hotel and is responsible for processing incoming and outgoing communications courteously, while maintaining a positive and professional image. Handling calls from guests who want to make a room reservation with the understanding of our rate strategy and reservation policies, be thorough in recording the booking and quick to spot an upsell opportunity. Also responsible for receiving all guest requests and executing requests while communicating to other departments such as housekeeping and front desk. Oversees PBX/Reservationists and carries out supervisory responsibilities.

　　ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

　　Provide excellent guest service to both internal and external guests.

　　Actively supports the company culture of creating a fun and entertaining experience for internal and external guests.

　　Maintains a working knowledge of the Company’s property, as well as special events on and near property, in order to advise guests of same, whenever possible.

　　Answer the telephone professionally and cheerfully, including transferring and routing misdirected calls and taking messages.

　　Requires the ability to guide guests toward completion of a reservation by providing relevant information and answering questions.

　　Handling all incoming calls for the hotel including in house calls and guest requests.

　　Complete a room reservations for any given time period knowing what type of accommodations, rates and special services are available. In addition, the ability to properly code all said reservations as to the rate type, source, travel agent, market, etc.

　　Managing guests and inter-departmental communication via email on a daily basis. Email communication includes the processing of online reservations, gift certificates, and general guest inquiries.

　　Reasons what a potential guest is looking for in room accommodations and participate in problem solving situations while keeping the Front Desk Manager well informed.

　　Recognize and create guest profiles to help maximize accuracy and guest recognition. Quick to collect, pick up and trace helpful information on the guest(s) to utilize during their stay and create WOW factor.

　　Utilize the computer system in retrieving, updating and inputting room reservations.

　　Assist Front Desk during peak periods of the day to day operations, help cover breaks and ensure we are building a relationship with all of our guests from the moment of the first call.

　　Cross train at the front desk to help assist or cover shifts when needed.

　　Working closely with the Sales and Marketing departments to accommodate VIP and Player Club Member hotel reservations or any complimentary room reservations approved by Management only.

　　Perform other tasks or projects as assigned by the hotel management staff.

　　All other duties as assigned.

　　SUPERVISORY RESPONSIBILITIES:

　　Directly supervises PBX/Reservationists. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include training associates, planning, assigning, and directing work, addressing complaints and resolving problems

　　QUALIFICATION REQUIREMENTS:

　　To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

　　EDUCATION and/or EXPERIENCE:High School diploma or GED required. Knowledge of PBX system and guest relations preferred.

　　SPECIAL QUALIFICATIONS:Must possess excellent communication skills. Must be able to demonstrate all aspects of hospitality, professionalism, prompt and courteous service, with extreme attention to detail.

　　LANGUAGE SKILLS:

　　Ability to read, analyze, and interpret a variety of instructions furnished in written, oral or diagram form. Ability to respond to common inquiries or complaints. Ability to speak multiple languages is a plus.

　　MATHEMATICAL SKILLS:Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

　　REASONING ABILITY: Ability to apply common sense reasoning to a variety of situations.PHYSICAL DEMANDS:

　　The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

　　While performing the duties of this job, the Associate is regularly required to talk or hear. The Associate is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The Associate is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, kneel, crouch or crawl.

　　Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

　　WORK ENVIRONMENT:

　　The work environment characteristics described here are representative of those an Associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

　　The noise level in the work environment is usually moderate.